Contact Centre Operations Manager - #2116590

• Lead day-to-day operations of the Contact Centre, ensuring efficient service delivery across all inbound channels (telephony and digital), and achieving performance, quality, and customer satisfaction targets.

• Provide strategic oversight of processes, people, and technology, ensuring operations are cost-effective, compliant with Council policy, and continuously improved in line with resident needs and digital transformation goals.

• Develop and lead high-performing teams, ensuring staff are trained, coached, and empowered to manage routine and complex enquiries, including diagnosing repairs, raising orders, and coordinating appointments.

• Champion excellent customer service by embedding a culture of accountability, empathy, and professionalism in every resident interaction, including effective resolution of complaints and escalations.

• Monitor, analyse, and report performance metrics, including service levels, resolution rates, customer satisfaction, and demand trends, and present insights to senior stakeholders to inform decision-making. Ensure compliance to service level agreements (SLAs) across services, taking responsibility for the continuous review and monitoring of performance against these standards.

• Collaborate with the Contact Centre Team Manager and Hub Manager to plan resources, align staffing to service demand, and ensure operational resilience, including during absences or service pressures.

• Drive process improvements and innovation by identifying recurring service issues and implementing effective solutions that enhance resolution times, reduce failure demand, and improve resident satisfaction.

• Lead quality assurance and compliance initiatives, ensuring adherence to policies, safeguarding protocols, and data protection legislation across both contact centre and housing repair functions.

• Lead or contribute to service improvement and transformation projects, ensuring effective planning, delivery, stakeholder engagement, and alignment with organisational goals.

• Support the delivery of change programmes, such as service redesigns, system upgrades, or new policy implementations, ensuring operational alignment and clear communication to staff and residents.

• Promote digital services adoption, encouraging channel shift and supporting service users in accessing self-service options, particularly those with barriers to digital engagement.

• Represent the Contact Centre in cross-Council and external forums, including contributing to strategic planning, budget discussions, and the development of customer access strategies.

• Create a positive, inclusive, and safe working environment where staff feel supported, development needs are addressed, and diversity and wellbeing are embedded in daily operations.

• Any additional duties consistent with the grade and level of responsibility of this position, for which the holder possesses the required experience and/or training.

PointCriteria descriptionEssential/desirable Contact Centre Operations Manager

Experience of delivering successful service improvement initiatives and/or relevant customer service qualification.

Essential/desirable

Proven experience managing cross-departmental projects and initiatives, with project management skills and a track record of delivering outcomes on time and within budget.

Essential/desirable

Experience of delivering and implementing continuous improvement initiatives with customer satisfaction as the key driver.

Experience of initiating and maintaining resident channel shift.

Experience of managing and motivating teams in a busy environment in multiple locations.

Experience of working with different teams to implement corporate strategies and policies departmentally.

The ability to make decisions and to manage potential risks and issues to the service.

Ability to ensure the service delivers quality services and achieves its key objectives and performance indicators in the most cost effective and efficient manner.

Ability to interpret performance data to deliver service priorities and drive performance - including sickness and absence.

Ability to work under pressure, with competing priorities and tight deadlines.

Ability to challenge existing practices and standards in a constructive way in departments whilst ensuring positive working relationships with services.

Contact Centre Operations Manager