Contact Centre Operations Manager

Are you an experienced contact centre leader with a passion for delivering outstanding customer service and driving operational excellence? A North London local authority is seeking an exceptional Contact Centre Operations Manager to lead its busy, resident-focused Contact Centre and ensure high-quality service delivery across telephone and digital channels.

In this key leadership role, you will oversee the day-to-day operation of the Contact Centre, ensuring performance, quality, customer satisfaction and service-level targets are consistently achieved. You will lead and inspire high-performing teams, creating a culture of accountability, empathy and continuous improvement while supporting staff to manage a wide range of enquiries, including housing repairs, appointment scheduling and complex customer issues.

Working closely with senior managers and services across the Council, you will use performance data and resident insight to identify trends, improve processes and enhance the customer experience. You will play a leading role in service transformation, supporting digital innovation, improving operational efficiency and ensuring services remain accessible to all residents, including those who may face barriers to digital engagement.

How to Apply
If you are interested in this role and meet the criteria above, please send us your application today.
 
If you do not hear from us within 2 working days of applying, your application has been unsuccessful.

If you feel that this job matches your skills but not the rate, location, or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.

Even if you''re currently satisfied in your role, we welcome calls from public sector professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market. For more information, call Cheryl at Carrington West on (phone number removed).

By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us.