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For Companies At a Glance
- Tasks: Lead and enhance resident operations, focusing on contact centre management and service delivery.
- Company: Join a forward-thinking council dedicated to improving resident experiences.
- Benefits: Competitive salary, professional development opportunities, and a supportive work environment.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in contact centres and strong operational management skills.
- Other info: Autonomous role with opportunities for impactful projects and career growth.
The predicted salary is between 43200 - 72000 £ per year.
Ideally looking for someone with a contact center background that can support the managers with day to day operations and support me with the improvement programme we have underway – in particular the re-procurement of our telephony platform and roll out of a chatbot. Need someone who can ‘do-the-doing’ rather than re-design the programme.
Services and Objectives
- To strategically manage and develop a professional service area ensuring that the delivery of the service meets all Council, professional and legislative requirements.
Areas of Operational Responsibility
- Corporate Contact Centre including telephony systems and channel shift
- Workforce planning and performance management
- Quality assurance and system and service development
- Delivery of Resident Experience Programme work streams
To act as a lead operational interface with the wider leadership team, building positive and effective relationships across the organisation at all levels. To ensure the effective handling of enquiries and complaints received by service via all means of communication, including the oversight of office systems. To work with a high degree of autonomy and initiative, independently providing reporting, briefings, research, complex drafting, special projects and the production of internal and external facing presentations. The post holder will be expected to make a significant contribution to the effective delivery of services and delivery of the key corporate objectives to improve resident experience.
Head of Resident Operations* in London employer: Aatom Recruitment
Contact Detail:
Aatom Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Resident Operations* in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company and its operations. Understand their current challenges, especially around telephony systems and chatbots, so you can show how you can help improve their processes.
✨Tip Number 3
Showcase your 'do-the-doing' attitude! During interviews, share specific examples of how you've successfully managed operations or improved services in previous roles. This will demonstrate your hands-on experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Resident Operations* in London
Some tips for your application 🫡
Show Your Experience: Make sure to highlight your contact centre background in your application. We want to see how your past experiences align with the role, especially in managing operations and improving services.
Be Specific About Your Skills: When discussing your skills, focus on those that relate directly to the job description. Mention your experience with telephony systems, workforce planning, and any quality assurance processes you've been involved in.
Demonstrate Initiative: We love candidates who can take the lead! In your application, share examples of how you've independently managed projects or improved processes in previous roles. This shows us you can 'do-the-doing' as we need.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Aatom Recruitment
✨Know Your Stuff
Make sure you’re well-versed in the specifics of contact centre operations. Brush up on your knowledge about telephony systems and chatbots, as these are key areas for the role. Being able to discuss recent trends or improvements in these technologies will show that you’re proactive and engaged.
✨Showcase Your Experience
Prepare examples from your past roles where you’ve successfully managed operations or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your ability to 'do-the-doing' rather than just theorising.
✨Build Relationships
Since the role involves working with various teams, think about how you can highlight your relationship-building skills. Prepare anecdotes that showcase your ability to collaborate effectively across different levels of an organisation. This will be crucial for acting as a lead operational interface.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, such as managing complaints or overseeing service delivery. Think through potential scenarios beforehand and outline your approach. This will demonstrate your strategic thinking and problem-solving abilities.
