Member & Expert Services Operations Manager

We're seeking an experienced operational manager to lead a groundbreaking initiative: uniting our award-winning Member Services and Expert Services teams!

Our Member Services team is a powerhouse, handling a massive 14,000 calls, 7,000 live chats, and 10,000 emails monthly, tackling sales, retention, and account inquiries for our members. Meanwhile, the Expert Services team shines with roughly 5,000 appointments each month, providing legal advice, money guidance, and technical support.

Currently operating as two separate functions, we envision a future where these exceptional teams work together as one. This is where you come in! You'll be the conductor, leading the harmonious integration of these talented groups into a single, powerful department.

This exciting new role is pivotal to our future success. You'll be the guiding force for our teams as they navigate positive change, fostering collaboration between diverse colleagues, and spearheading efforts to elevate the customer and team experience.

Are you ready to orchestrate a seamless member journey? We are!

We're searching for a detail-oriented, highly engaged, and energised operations manager with a proven track record of success. You're someone who thrives on challenges, seeing roadblocks as springboards for creative solutions.,

• Customer-Centric Experience: You're an experienced operational leader with recent experience in a customer-contact centre environment. You excel at managing diverse operational teams, appreciating their unique approaches while fostering a unified service vision.


• Thriving in Change: You're a master of organisation and prioritisation, expertly juggling competing demands amidst technological and personnel shifts. You're comfortable leading both teams and managers through change initiatives, championing self-service solutions and technology adoption to empower both members and staff.


• Passionate Advocate: You share our passion for member service! You'll proactively suggest and implement improvements to enhance the member journey and elevate the colleague experience.
  
  Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. As an organisation we're not for profit and all for making consumers more powerful. Come and champion consumers with us - it's important work. As people we're brave, caring, rigorous and insightful in the way we connect with each other to make change happen.
  
  This role offers a competitive salary, hybrid working (1-2 days a week in the office), 28 days holiday a year plus Bank Holidays and 11% pension after one year of service.


Salary £45,000 - £55,000 per annum, We also have these benefits for you to consider:

• 35 hour working week


• Generous 28 days holiday a year plus Bank Holidays


• Award winning pension scheme - when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service.)


• Discount site Sodexo which offers large %% off every day shopping


• Annual Bonus (depending on employee and company performance)


• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)


• A discretionary death in service benefit provision equivalent to six times your annual salary


• Free access to Which? member content and free access to Which? money and legal helplines


• Work from (almost) anywhere" for 4 weeks of the year policy


Our interview process:

• A screening call 20 - 30 mins


• A google meet interview with a task (approx 90 mins)


About Which?

We promote a great work-life balance (all our roles are now hybrid), offering flexible working options in addition to a full time working week (35 hours) e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at resourcing@which.co.uk

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. Read all about us on our website.

At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We are proud that we are in the 'Top 25 Inclusive Employers' List and currently ranking 16th.