An exciting new opportunity has become available for a Personal Search/Scheduling Manager to join a successful client based in Kings Hill.

This role leads and coordinates both a highly responsive search booking and scheduling team and a large team of personal searchers in the field across England and Wales.

My client requires the Personal Search Operations Manager to ensure that high volumes of customer search cases are booked with Local Authorities and Water Companies, and that these are then completed efficiently to minimise turnaround time to ensure that property purchase completion dates are met.

Responsibilities:

* Establish relationships with Key Customer Portfolio and ensure provision of a consultative, solutions led resolution to business issues
* Where necessary act as Key Operational contact and escalation point for the customer portfolio ensuring delivery of a high quality of service that meets the expectations and needs of the customers.
* To ensure that the personal search pipeline is analysed and projected effectively over time and that the teams' capacity efficiently matches that demand.
* Drive, motivate and inspire the personal search teams to achieve optimum service levels.
* Coach and support development of Search Managers to grow capability and performance levels of their direct reports.
* To engage well with sales and account management functions to ensure customer requirements are understood, met and customer satisfaction is assured.
* Plan and review customer service activities to ensure optimum structure and ability to meet fluctuating customer service demands.
* Engage with Key customer portfolio and act as escalation point for customer complaints.
* Use data to predict and prepare teams for potential changes e.g., new products, legislation or technology.
* Recommend and embrace change and set the example for its implementation e.g., technology, working patterns, structure, etc.

The role is mainly office-based but significant engagement with customers and field searchers across the country is to be expected.

Requirements:

* Minimum 7 years managing office-based and field operations teams.
* Experience within property or service sector is highly desirable.
* Evidence of ability to resource plan effectively.
* Evidence of coaching and development of Team Leaders and Managers.
* Strong customer service understanding and delivery.
* Excellent communication - both written and verbal.
* IT competency: Microsoft office/Salesforce.com or similar CRM systems (desirable).