Who we are:
We are new, but we have the know-how with a specially recruited team of leaders and experts from market leading outsourced communication companies. We are building the business we have always dreamt about. A team with a dream to deliver exceptional call answering services, powered by transparency. We are the latest business to launch from the BSQ Group — the UK’s most trusted company formation and corporate service provider. BSQ Group founded 1st Formations and built them into the UK’s leading company formation agent. This is a business that has helped form over 1 million companies and supported thousands more with their business growth. So, we understand businesses, and we understand what great service looks like.
Our goal:
Our goal is to become the market leader in servicing outsourced calls, live chat and more by providing best in class conversations on behalf of all businesses regardless of size, industry & type. We have a proven track record of delivering exceptional service for over 20 years, with customer centricity being at the heart of our core business values.
The role:
First thing first – most of our Bizik team works at home. Why? Because we feel a distraction-free home is where people will do their best work. We believe by working this way we can attract a more diverse team of the best people from across the UK. Secondly, we are now launching our 24X7 service, as we know this is what our clients want. This is a particularly exciting role, as you will be the first-ever Weekend Operations Manager at Bizik and will be responsible with ensuring our weekend day service runs like clockwork. Although the team will start small, it will grow around you. Unlike our competitors, if we have customers who want JUST weekend support, we will support them with that. So, we are confident growth and scaling up these teams is part of the next few months and years. Your role in a nutshell, is being there for the team, our clients and their customers, making sure their calls and chats are handled to an excellent standard, and your team are happy, motivated and looked after.
Key Responsibilities:

• Lead the team ensuring they are engaged, supported, motivated and developed.
• Working with the Operations and Planning Manager to ensure that service levels are consistently delivered, without driving teams to become focused on numbers. We want the teams focused on the quality of their interactions, not the behind-the-scenes numbers.
• Lead the way and show the team how it is done, by being on calls and chats with them, role modelling what great looks like.
• Keeping the Operations Leadership Team updated so handing over at the end of every shift, anything of note, anything you need support with, or clients that need support.
• Working with the Training and Quality manager to support quality support and coaching with your team.
• Make recommendations for improvements, as we learn and scale up, whether it be for the client, or the team we want you to help shape their Bizik experience.
• As we grow our Out of Hours Emergency cover service, you will be key to ensuring the team's resources is allocated appropriately between inbound customer enquiries, and finding expert help to attend or support incidents the team have been contacted about
• Undertake 121’s and informal catch ups with each of the team, supporting them to provide even better service to our customers and clients, and supporting them as individuals to flourish in their role

Experience and Knowledge:

• Experience in working in a customer service environment.
• Working knowledge of some replanning during the day to suit customer demand
• Experience in motivating a team, creating a motivating, supportive environment.
• Knowledge of what great customer service looks like, combined with an ability to think on your feet with pragmatism and common sense so you are prepared for the unexpected.
• Experience in handling escalated customer calls, with the ability to identify short term fixes.
• Confident in knowing when to escalate and having the belief that your judgement is sound on when to call other Bizik people when there is an issue you need support with.
• You’ll be the sort of person who thrives in a fast-paced working environment, is self-motivated and enjoys continually improving what we do.
• Experienced in building strong and meaningful relationships with colleagues who do not work the same hours as you, so you are well positioned to get the support you need.
• Excellent communication verbal and written skills.

Personality & Attributes:

• Enjoys helping customers and motivated by providing exceptional service
• Loves having a team to support and can create a safe and supportive team environment
• Able to work as an individual and within a team
• Resilient
• Self-sufficient
• Direct and honest, respectful of others
• Ability to maintain confidentiality at all times
• Excellent time management

What you’ll receive:

• Salary of £18151 (this includes an hourly shift allowance of 10% per hour 7am to 7pm)
• Working hours of 7am to 7pm on both Saturday and Sunday, with an hour of unpaid breaks. This averages at 22 working hours per week
• 110 hours of annual leave per year, rising to 118.8 hours per year after three years' service.
• Option to purchase up to 22 hours extra holiday days per year
• IT equipment provided to effectively work from home
• 14 weeks maternity leave pay, 2 weeks paternity leave pay
• Annual cost of living salary increase & pension contribution

Job Type: Permanent
Pay: Up to £18,151.00 per year
Benefits:

• Company events
• Work from home

Schedule:

• Every weekend

Work authorisation:

• United Kingdom (required)

Work Location: Remote