Contact Centre Operations Manager in London

Location: On-site role based at our welcoming office in Datchet, SL3 9LL, just off the M4 (with free staff parking provided).

Salary: Approximately £50,000 per year, plus a discretionary bonus and a contributory pension scheme, along with other attractive benefits.

Working Hours: 5 days onsite with occasional flexibility for WFH.

Contract: Permanent Role.

Future shapers. Experience makers. In a world where change is constant, ArvatoConnect stands at the forefront of innovation. We partner with forward-thinking organisations to reshape and reinvent how they connect with their customers. By delivering cutting-edge, technology-driven solutions, we create exceptional experiences that foster stronger connections, enhance loyalty, and drive growth.

This role will be supporting one of our key automotive clients, which is a trusted global brand operating within a highly regulated environment. As this is an FCA‐regulated account, you will play a critical part in ensuring we deliver compliant, high‐quality services while maintaining exceptional operational performance.

About the Role: As an Operations Manager, you will play a visible and influential role in leading, managing, coaching, and developing a team to continually enhance and improve operational performance. You will work closely with professional teams such as Resource Planning, Quality & Training, and Ops Support to ensure aligned operational plans are met. Your mission will be to achieve SLA's, KPI's, and commercial performance while ensuring excellent quality services, customer outcomes, and business objectives. This role will be reporting into the Senior Operations Manager.

What You'll Do:

• Lead and Inspire by managing and developing your team to meet and exceed operational goals.
• Serve as a central point of contact for clients, understanding their requirements and delivering through operational excellence.
• Focus on enhancing operational efficiency and customer experience.
• Ensure all regulated requirements are met in delivering quality services.
• Embrace and lead the implementation of new technologies to add value and enhance customer experiences.
• Achieve and exceed SLA's and KPI's through motivation and direction of Team Managers.
• Support the Quality Management framework and ensure all Financial Regulatory requirements are met.
• Ensure future skills needs are met through effective talent management.

What You'll Bring to the Table:

• Proven experience in a fast-paced contact centre environment.
• Strong automotive experience is desirable.
• Competent with FCA regulations for financial services provision.
• Excellent communication and planning skills.
• Ability to manage multiple tasks under pressure.
• Direct experience of liaising effectively and professionally with clients.
• Strong analytical and data-driven decision-making skills.
• Proficient in customer service CRM systems (Genesys preferred).
• Strong leadership skills with a focus on coaching and developing teams.
• Proven tactical and strategic decision-making and problem-solving abilities.
• Commitment to delivering high-standard customer experiences.

Why Join Us? Opportunity to lead significant change management initiatives and develop your career. Work in a collaborative environment with cross-functional business teams. While the role is primarily onsite, occasional flexibility for remote work is available.

In return, we'll offer you:

• 25 days annual leave plus 8 bank holidays.
• Discretionary bonus.
• Life insurance and access to a company pension scheme (after qualifying period).
• Exclusive staff discounts at holiday, leisure & other retailers.
• An employee assistance programme to ensure your wellbeing.
• A shuttle bus from the local train stations directly to our office.
• A chance to work as part of a great team in a rewarding role.
• Fantastic facilities at our Datchet office including on-site gym.
• Breakfast Club.

If you are driven to achieve results, passionate about delivering great customer outcomes, and ready to lead by example, we would love to hear from you!

Diversity & Inclusion Statement: It's our differences that make our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.