Operations Manager at Capita

• Manages the daily operation of  a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customers

Job Description:

Operations Manager

• Manages the daily operation of a customer service operation to achieve clearly defined outcomes, whilst supporting the development of their teams, creating a positive working environment, where we can delight our customers.

Key Responsibilities

• Contribute towards the development of customer service strategies, policies, and procedures.
• Handle all customer financial details such as billing information, credit card details and banking account information with relevant integrity and confidentiality.
• Develop and implement operating plans in line with customer service strategies, policies, and procedures.
• Ensure compliance with customer service policies, procedures and operating plans and highlight operational risks and controls. Proactively take relevant action where necessary.
• Set customer service and targets (qualitative and quantitative) for the business unit and integrate with other business areas to achieve service level standards.
• Manage the operational relationship and SLA.
• Manage performance of staff according to best practice including:
• Set performance standards (Key Performance Areas, Key Performance Indicators)
• Ensure performance measurement is carried out correctly and regularly.
• Ensure skill and knowledge gaps are identified.
• Ensure training and development plans exist and are followed.
• Develop career paths.
• Motivate and lead the team.
• Continuously seek improvements in business processes, products and technology and manage the change process when improvements are implemented. 
• Manage Customer Service activities in line with agreed performance measures and operating budgets.

Professional know-how

Academic:

• Grade 12 / Matric

Experience:

• 2 – 3 Years Operations Manager experience (Required)
• Customer service experience (Required)
• Sales experience (Advantageous)
• Proven track record of good performance

Knowledge (what must I know):

• Knowledge of Contact Centre processes, methodologies, systems, and technologies
• Knowledge of Carphone Campaign
• PC user knowledge

Skills and Abilities (what must I be able to do / display):

• Strong communication skills
• Strong prioritisation skills
• Excellent Team Player

Closing date: Midnight 24 December 2025