Operations Manager

About Crunch:

Crunch is a multi-award winning Software as a Service (SaaS) company, born in the heart of Brighton with a brilliant team of 110 FTE, and over 40,000 users of our software.

Crunch isn’t your typical online accountancy firm. We’re a grassroots business built from the ground up, facing the same challenges as our clients. Since 2009, we’ve empowered thousands of small and medium sized businesses to take control of their finances with our simple, effective software, which includes real accountant support. Crunch takes the stress out of accounting, so our clients can focus on doing what they love!

We have an exciting new permanent Operations Manager role in our Service Operations team!

About the role:

Following a recent merger of our client-facing departments, this role is responsible for leading and motivating an operational service delivery team to deliver an outstanding experience to Crunch clients. This role is the go-to person for the team and ensures we deliver against our key service metrics and revenue targets.

The role will develop a deep understanding of the Crunch client base and be the driving force behind the team’s results. Plan, coordinate and direct service delivery, encouraging the team to build such strong and enduring relationships that clients want to stay with Crunch and spontaneously recommend Crunch to others.

You would be leading a team of part qualified and qualified accountants, client success and administrative experts, so excellent leadership and performance management skills are prerequisites for this role.

The role will build effective relationships with team members across Crunch departments to manage our day to day operations and to contribute to specific projects. The ability to influence colleagues and senior management decision-making is also vital to the role.

This role is also responsible for identifying requirements across the service teams where data, process and quality improvements are required and identifying how the merged team structure can evolve and thrive.

What does success look like in this role?:

Within the first 6–12 months, the role will:

• Instill minimum standards and seek guidance from Accountancy leaders to ensure Service Level Agreements (SLAs) are achieved and other team performance metrics are delivered to maintain productivity and operational effectiveness.
• Manage peak periods decisively, complete effective capacity planning and anticipate additional resource requirements in advance.
• Ensure that all new clients are onboarded effectively to have a positive first impression of Crunch and avoid early client churn.
• Consistently deliver against agreed monthly and quarterly add-on revenue targets for your service delivery team.
• Build a high-performing, accountable team with clear standards, coaching cadence and performance expectations.
• Effectively plan, prioritise and manage multiple operational demands at once.
• Embed a culture of data-led decision making, call quality excellence and continuous improvement.
• Share ideas to refine processes within our Salesforce CRM system, with the aim to improve overall efficiency and client experience by utilising automation and enabling our service and technical experts to focus on value add tasks.
• Facilitate the achievement of an exceptional client experience, through our dedicated client success manager, dedicated accountant and tax optimiser services, which set us apart from our competitors.

About your skills and experience:

Essential:

• Experience of coaching, mentoring and managing client facing teams utilising all omnichannel digital communications including phone, email, video call and WhatsApp.
• Extensive customer service background in a fast paced sales and/or operational Team Leader or Team Manager role.
• Expert knowledge of Crunch clients, end to end services, products and partners.
• Accustomed to directly managing team performance and revenue targets and SLAs.
• Ability to build and maintain strong relationships across all levels within Crunch and across multiple functions.
• Proficient usage of a Customer Relationship Management (CRM) system, ideally Salesforce and a Voice Over Internet Protocol (VOIP) phone communication system such as Vonage.
• Excellent IT literacy skills, with Microsoft 365 and Google suite packages.

Desirable:

• Usage of Service Cloud or similar case management system/knowledge centres.
• Software as a Service (SaaS) or professional services sector experience.

What you’ll get in return:

We’re very proud of our collaborative and inclusive working environment - you’ll be working as part of a fun and vibrant team, with a whole host of fantastic company benefits!

These include:

• A competitive basic salary depending on experience of £40,000 to £45,000 per annum, plus monthly commission for team add on sales in the previous month.
• Fully remote working in the UK, with no more than a quarterly meet up as required.
• 33 days holiday a year (including bank holidays) - plus an extra half day off on your birthday.
• Long service gift awards plus extra holidays for 5, 10 and 15 years’ service.
• Workplace pension scheme with Scottish Widows after qualifying service period.
• Private Medical Insurance after qualifying service period.
• Life assurance (4 x salary) from day one of employment.
• Employee Assistance Programme (EAP).
• One paid volunteering leave day per year.
• Enhanced pay for parental and family leave.
• Shopping and insurance discounts with Crunch Perks via Boostworks.
• Employee 'refer a friend' scheme (clients and candidates for jobs at Crunch).
• Company funded social events.

Other information:

• This role is open to applicants with the right to live and work in the UK.
• Please note that we’re unable to offer sponsorship to overseas candidates.
• The usual working hours are Monday - Friday, 09:00 - 17:30
• You need to be able to work from home in a comfortable, private environment, with a solid internet connection (a minimum of 10-12 Mbps upload speed) and a suitable desk and chair.
• We'll provide you with all the IT equipment you need to get set up before you start with us - so there's no need to supply your own.

We’re exploring the use of AI and automation tools to streamline parts of our hiring process (such as CV processing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans.

If an applicant discloses any disability or learning difficulty, we will endeavour to provide reasonable accommodation to participate in the interview(s), which are usually carried out remotely on video calls. If you consider yourself to have a disability or learning difficulty and would like to discuss additional support available, please let us know.

Crunch is committed to equal opportunities in every aspect of our company and the community, embracing and promoting a diverse and inclusive environment for our team members, those who apply to work for us and our client base, without exception.

We believe that the key to our success is our people, we value the contributions and experiences of all who make up our community. Supported by our company policies and procedures, we will take every possible step to ensure that no person will suffer direct or indirect discrimination on the grounds of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, age, neurodiversity or disability status.

Crunch reserves the right to perform pre-employment checks using a designated third party partner on all successful applicants for roles at Crunch, (including but not limited to): Right to Work in the UK verification, DBS check, address check, employment references and UK credit checks. Candidates will be informed of the requirement for these by Crunch in advance of these being completed.

No recruitment companies or agencies please as we’re unable to accept unsolicited CVs for our vacancies.

Pay: £40,000.00-£45,000.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Casual dress
• Company events
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Paid volunteer time
• Private medical insurance
• Referral programme
• Work from home

Application question(s):

• Do you have experience of working in a fast paced sales or operational team leader role?