Contact Centre Operations Manager

BBS Recruitment is an independent recruitment agency specialising in the Transport and Logistics sector, supplying staff to a wide range of clients across London, Hertfordshire, and surrounding areas. We also recruit for Social Care and Public Sector roles.

We are currently recruiting on behalf of our client, Islington Council, for an experienced and motivated Contact Centre Operations Manager to oversee the day-to-day operations of the Council’s main Contact Centre.

This is an excellent opportunity for an experienced Contact Centre or Customer Service Operations Manager with strong leadership, performance management and service improvement experience to play a key role in delivering high-quality services to Islington residents.

Key Responsibilities for the Contact Centre Operations Manager :

• Lead the day-to-day operations of the Contact Centre, ensuring efficient service delivery across telephone and digital channels.
• Manage and motivate high-performing Contact Centre teams, providing coaching, support and performance management.
• Ensure teams are equipped to deal effectively with routine and complex customer enquiries.
• Oversee customer enquiries relating to areas such as housing repairs, including diagnosing repairs, raising orders and coordinating appointments.
• Monitor key performance indicators including service levels, resolution rates, customer satisfaction, demand and response times.
• Ensure performance against agreed SLAs is consistently monitored and managed.
• Analyse operational data and prepare performance reports and recommendations for senior management.
• Promote a strong culture of excellent customer service, accountability, empathy and professionalism.
• Manage complaints, escalations and complex customer issues, ensuring appropriate and timely resolutions.
• Work closely with Contact Centre Team Managers and Hub Managers to ensure effective workforce planning and operational resilience.
• Identify recurring service issues and introduce improvements to reduce failure demand and improve first-contact resolution.
• Lead quality assurance and compliance activities across Contact Centre and housing repair functions.
• Ensure compliance with safeguarding procedures, GDPR, data protection, health and safety and relevant Council policies.
• Support service improvement, transformation and change projects, including system upgrades, service redesigns and new policy implementations.
• Promote digital services and encourage residents to use appropriate self-service channels.
• Ensure appropriate support is available for residents who experience barriers to digital engagement.
• Work collaboratively with internal departments and external stakeholders to improve customer access and service delivery.
• Contribute to strategic planning, customer access strategies and service development.
• Create an inclusive, positive and supportive working environment that encourages staff development and wellbeing.
• Identify operational risks and opportunities and ensure these are appropriately managed and escalated.

Working Hours: 35 hours per week ( This role may be hybrid - but initially in person until familiar with the role and displaying full grip of the role)

Requirements for the Contact Centre Operations Manager:

• Significant experience managing large-scale customer service or contact centre operations.
• Operational experience required, not consultancy
• Strong understanding of performance management, workforce planning, and service improvement methodologies.
• Enhanced DBS
• Managing 7 Team Managers and need to hit the ground running.

Apply today by submitting your CV to be considered for this opportunity.