At a Glance
- Tasks: Lead and optimise the day-to-day operations of a busy Contact Centre.
- Company: BBS Recruitment, a dynamic agency in the Transport and Logistics sector.
- Benefits: Competitive salary, supportive work environment, and opportunities for professional growth.
- Other info: Join a collaborative team and contribute to service improvement initiatives.
- Why this job: Make a real difference in delivering high-quality services to Islington residents.
- Qualifications: Proven experience in managing customer service or contact centre operations.
The predicted salary is between 45000 - 55000 £ per year.
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
Contact Centre Operations Manager in Islington employer: BBS Recruitment
BBS Recruitment is an excellent employer for HGV Class 1 Drivers, offering ongoing work with a major transport and logistics company in Chelmsford. With flexible shift patterns, competitive pay rates, and opportunities for permanent employment, employees can enjoy a supportive work culture that prioritises safety and reliability. The company also values professional growth, providing a platform for drivers to enhance their skills while working independently in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operations Manager in Islington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BBS Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BBS Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Operations Manager in Islington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BBS Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at BBS Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BBS Recruitment!
How to prepare for a job interview at BBS Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
