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Operations Manager
Job Posted: 2 days ago
Salary: £ Competitive
Job Type: Permanent
Location: Dumfries, Dumfries and Galloway
Expire in: a month
Job Description
Operations Manager – Dumfries
Location: Dumfries & Castle Douglas Offices
Salary: Competitive, based on experience
Type: Full-time, Permanent
Are you a natural organiser, passionate about leading people, and driven to deliver exceptional customer service? We’re looking for an experienced Operations Manager to lead and support our high-performing team across two busy offices in Dumfries and Castle Douglas.
About the Role:
This is a pivotal role within our agency, designed to support the Agents by managing daily operations and ensuring our Customer Service and Sales teams deliver outstanding service and outcomes. You'll be instrumental in driving performance, maintaining compliance, and developing a collaborative and motivated team culture.
What You’ll Do:
* Oversee the daily operations of the business, allocating workloads, managing absence, and ensuring smooth service delivery
* Drive performance through the CRM system, ensuring team tasks are tracked, actioned, and completed on time
* Monitor credit control in line with internal guidelines and maintain financial compliance
* Lead the Training & Competence programme to enhance staff development while ensuring regulatory standards are met
* Manage audits, regulatory reviews, and GDPR compliance across both locations
* Support customer complaints handling and champion first-class customer service
* Use data dashboards to analyse performance and help identify areas for growth and improvement
* Promote a clean, professional and customer-friendly office environment
About You:
You’ll bring a proactive mindset, strong leadership skills, and a natural ability to motivate and organise a team. You will be confident working within regulated environments and have a keen eye for compliance, detail, and process improvement.
Key Skills & Experience:
* Proven experience in an operational or business management role, preferably within insurance, financial services, or a regulated industry
* Strong people management, coaching and development skills
* Excellent organisational and communication skills
* Confident with IT systems (CRM experience highly desirable)
* A focus on quality, customer service, and business efficiency
* Knowledge of compliance, audits, GDPR and H&S standards is advantageous
Why Join Us?
The Dumfries & Stewartry Agency is a trusted name in the region, known for integrity and exceptional customer care. You’ll be part of a professional, friendly team working in a positive, forward-thinking environment where your ideas and leadership will make a real impactBefore You Apply
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