Operations Manager

CDW delivers high-performance commercial services and solutions across both the private and public sector. With extensive experience in the public sector and a position on all relevant frameworks, we help customers minimise risk, working consultatively with them to maximise quality of service delivery and deliver real value against savings targets. Operating from 4 international hubs, CDW delivers the same high standards of service and solutions across the globe. We help our clients achieve their goals by delivering integrated solutions and services that maximise their technology investment. Integrating new technologies into your organisation demands a careful balancing act; cost, security and competitive advantage all need to be considered as part of a forward-thinking IT strategy. At CDW we are recipients of the industrys highest achievable accreditations. Our IT solutions and services are designed to offer you strategic advantages over your competitors, helping you to attract and retain more customers, while increasing your market share. At CDW we are People Who Get IT.
Description

Bring your career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your job and future. With revenues of over £1 billion, CDW UK is a leading supplier of IT solutions and services to a broad range of commercial and public sector customers globally.

As Manager is a professional responsible for overseeing the service operations and process creation for CDW. They manage a team of associates and ensure that clients receive excellent service and support. They are responsible for developing and implementing company strategies to meet the needs of the clients while aligning with the goals of the company.

What you’ll do:

Developing and implementing service policies and procedures
Hiring, training, and supervising a team of associates
Evaluating the performance of the team and providing feedback and coaching
Creating and implementing strategies to improve client quality and satisfaction.
Analysing client data to identify trends and make recommendations for improvement.
Resolving escalated complaints and issues
Collaborating with other departments within the company to ensure a seamless client experience.
Managing budgets and resources.

What you need to succeed:

Must-have:

Leadership: A manager must be able to lead, motivate and manage a team of to achieve their goals and objectives.
Communication: Excellent communication skills are critical for a manager, as they must communicate effectively with customers, team members, and other departments within the company.
Problem-solving: Managers must be able to analyse complex customer issues, identify the root cause, and implement effective solutions to resolve them.
Customer focus: A successful Manager must be customer-focused and able to understand the needs and expectations of the customers and develop strategies to meet those needs.
Strategic thinking: Managers must have a strategic mindset and be able to develop long-term customer service strategies that align with the company’s goals and objectives.
Team management: A Manager must be able to manage a team of customer service representatives effectively, providing training, support, and feedback to ensure that they perform their duties at a high level.

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