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 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, ..... full job details .....