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Head of Customer Operations


Overview

Catapult logo caterer advert sized
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Details

What is Catapult?

Catapult is a venture capital backed tech startup based in Angel, London. Catapult is an on demand staffing platform and we connect candidates who are looking for temporary work, with employers who require fantastic workers. We specialise in Hospitality and Retail and we’re excited to be revolutionising the recruitment industry!

You’re a great match if you possess fantastic troubleshooting and analytical skills, are driven to help people/customers, and have the ability to dive deep into a new product to learn it inside and out.... sound like you? Read on!

Description:

- Manage, coach and develop a team of Operation Specialists to ensure quality and productivity targets are met through monitoring of KPIs and performance metrics.

- Looking at day-to-day tasks/operations and coming up with processes on how to make operations more efficiently and implementation of new policies

- Feeding back observations / giving recommendations across teams in order to improve the whole Catapult experience for clients, candidates and colleagues

- Monitoring and analysing Clients/Candidates Satisfaction, KPI’s - internal and external success measures

- Monitoring recruitment of new operations team members, from interviewing to organizing training

- Delegating tasks to the team on a daily basis: assigning inbound/general queries/ bookings/tickets responsibilities to each team member, balancing their strengths with how busy the day is

- Keeping up with daily updates from other departments: informing your team about any Sales, Key Accounts Management or Product-related development and ensuring its full understood

- Answering and dealing with day-to day questions from your team

- Organising Monday-Sunday's rota, balancing the most junior staff with the most senior staff

- Keeping an eye on overall performance of the team, and making sure all calls/texts/ emails coming in are dealt with properly

- Coordinating with Key Account Managers to ensure that clients are satisfied with bookings, staff sent and general communication

Experience:

- You have at least 2 years of experience in a similar role and previously managed and/or trained junior staff!

- You’re able to plan, organise, and prioritise work - this role wears many hats!

- You are confident that you will learn our system very quickly. You’ll have to know it by heart!

- You are a people-person with impressive communication skills. You are able to empathise with customers in a genuine way that lets them know you care about their issues!

- You have a customer-focused attitude and are able to demonstrate a passion for delivering excellent customer service!

- You have very good spoken and written English communications skills!

- Nobody can make you lose your calm on the phone: even the toughest client won’t make you angry!

- You work well under pressure and are very detail oriented!

- Excel and Google Sheets don’t scare and you have a basic knowledge of it!

- You must be able to work from our office in Angel!

A plus (but not essential):

- You have an understanding/interest in hospitality, retail or recruitment!

- You have an interest in startups or tech companies!

- You have previously worked with Zendesk and Talkdesk!

Our mentality is: 'work hard and be nice to people' and while we take the work seriously, we don't take ourselves too seriously. :)

Benefits:

- Title: Head of Customer Operations

- Base salary between £30k (TBC - depending on experience)

- Bonus depending on your performance

- Receive share options in Catapult -> participate in the upside of a tech company

- Get your own macbook (feel free to use at home)

- Join a fun and social team in a cool office (Roof terrace included!)

- Unlimited supply of Coke Zero

If you feel that you would be great for this position, feel free to apply here: https://joincatapult.workable.com/jobs/535376

We're excited to review your application!

With <3 from Catapult

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