We are currently recruiting for an experienced Operations Manager to work with our client in Islington and surrounding areas.
Role Purpose:
To lead and manage the day-to-day operations of a busy customer contact centre, ensuring the delivery of high-quality, customer-focused services across a range of council functions. The postholder will oversee service performance, staff management, and continuous improvement initiatives to ensure residents receive an efficient and effective service.
Key Responsibilities for the Operations Manager:
Manage the operational delivery of customer services across multiple service areas, including:
*
* Council Tax
* Housing Benefits
* Repairs and Maintenance
* Registrars Services
* General Council Enquiries
* Other front-line local authority services
* Lead, motivate, and develop Team Managers and Customer Service Advisors to achieve service objectives and performance targets.
* Monitor and improve key performance indicators (KPIs), including call handling times, customer satisfaction, service levels, quality standards, and productivity.
* Ensure services are delivered in accordance with council policies, procedures, and relevant legislation.
* Drive a culture of customer excellence, continuous improvement, and resident-focused service delivery.
* Manage workforce planning, resource allocation, and service demand to maintain operational efficiency.
* Analyse performance data and produce management reports for senior stakeholders.
* Identify service improvement opportunities and implement operational changes to enhance customer experience.
* Work collaboratively with internal departments and external partners to ensure effective service delivery.
* Manage complaints, escalations, and complex customer issues professionally and effectively.
* Ensure compliance with Health and Safety, Data Protection, GDPR, Equality, Diversity and Inclusion policies.
Working Hours: 35 hours per week ( Office based)
Requirements for the Operations Manager:
* Significant experience managing large-scale customer service or contact centre operations.
* Experience leading and developing high-performing teams within a fast-paced environment.
* Strong understanding of performance management, workforce planning, and service improvement methodologies.
* Experience working with complex customer enquiries and complaint resolution.
* Excellent stakeholder management and communication skills.
* Ability to analyse data, interpret trends, and make evidence-based decisions.
* Strong organisational and problem-solving skills.
* Experience managing budgets and resources effectively.
* Previous experience within a Local Authority and Public Sector environment.
* Knowledge of Council Tax, Housing Benefits, Repairs, Registrars, or related local government services
Salary description
£150.00 - £175.00 per day