About the roleWe are looking for an experienced and communicative 1st Line Operations Manager to join our 1st Line Customer Support team and help us ensure that we are delivering the very best experience to our customers. The remit and focus of the role is to manage, coach, and develop a team of Managers, who are leading the 1st Line Support function . It’s a broad and exciting role, so we’re looking for someone up for a challenge - if you’re a customer focused and a collaborative leader, this is the role for you.Core responsibilitiesLine manage and coach 1st line Team Leads delivering monthly 1-1’s, yearly performance reviews, and individual development plans to ensure the success of the teamOwn the 1st Line strategy for hiring, training, quality checking, and monitoring performanceEnsure an outstanding customer experience by using data to inform strategyAct as an escalation point for customers where needed and ensure complaints are resolved within service level agreements (SLAs) and the customer is satisfied with the resolutionProduce some daily, weekly and monthly reporting and MI for the Head of SupportWork collaboratively with Resource Planning to assist with forecasting and team right sizingBe responsible for the relationship with and performance of our outsourcing partnersCarry out monthly quality calibrations with Team Leads on a sample of tickets giving regular, constructive feedback and coachingWork closely with the Partner Team Lead and Senior CSAs to inform our strategy for training and coaching plansLead all second stage interviews for new 1st Line AnalystsContribute to Customer Team & Support Team planning, putting forward any ideas to streamline process and reduce costsIdentify where customers may be at risk, following the risk process to produce clear mitigation plans when neededProduce recommendations for improving the customer experience and own the implementation and delivery of any initiatives at 1st Line, working closely with Customer Operations where necessaryHelp with managing other teams within Support should the need arise due to absence etc.Consistently represent and work in line with company valuesResolve or refer queries to relevant stakeholders across Arbor as necessaryAbout you5+ years experience as a Team Lead or Operations Manager in a Customer Service settingAble to motivate other leaders of varied levels of knowledge and backgroundAn outstanding communicator with the ability to disseminate information clearly and effectively with stakeholders of all levelsExperience setting clear goals/objectives for both individuals and teamsConfident reporting achievements and challenges faced within the team to the wider businessCan demonstrate strong commercial awarenessPassionate commitment to providing high quality customer serviceBenefits32 days holiday (plus Bank Holidays)Enhanced maternity, adoption and paternity package5 free return to work maternity coaching sessions, helping you adapt to this new exciting time of life!Private Dental InsuranceAccess to services such as Calm, Bippit (financial wellbeing coaching) and Health Assured (Employee assistance programme)Flexible workingDedicated professional development training budget (CPD courses, upskilling resources, professional memberships etc)A dedicated wellbeing team who champion initiatives such as mindfulness, lunch n learns, manager training, mental health first aid training and much more!Annual volunteering day