At a Glance
- Tasks: Lead a busy customer contact centre, ensuring top-notch service delivery.
- Company: BBS Recruitment, a dynamic agency in Transport, Logistics, and Public Sector.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Join a fast-paced environment with opportunities for growth and impact.
- Why this job: Make a real difference in local communities while developing your leadership skills.
- Qualifications: Experience in managing customer service operations and leading teams.
The predicted salary is between 40000 - 50000 £ 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 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, and resident-focused service delivery.
- Manage workforce planning, resource allocation, and service demand to maintain operational efficiency.
- Analyse performance data and produce management reports for senior stakeholders.
- Identify service improvement opportunities and implement operational changes to enhance customer experience.
- Work collaboratively with internal departments and external partners to ensure effective service delivery.
- Manage complaints, escalations, and complex customer issues professionally and effectively.
- Ensure compliance with Health and Safety, Data Protection, GDPR, Equality, Diversity and Inclusion policies.
Working Hours: 35 hours per week (Office based)
Requirements for the Operations Manager:
- Significant experience managing large-scale customer service or contact centre operations.
- Experience leading and developing high-performing teams within a fast-paced environment.
- Strong understanding of performance management, workforce planning, and service improvement methodologies.
- Experience working with complex customer enquiries and complaint resolution.
- Excellent stakeholder management and communication skills.
- Ability to analyse data, interpret trends, and make evidence-based decisions.
- Strong organisational and problem-solving skills.
- Experience managing budgets and resources effectively.
- Previous experience within a Local Authority and Public Sector environment.
- Knowledge of Council Tax, Housing Benefits, Repairs, Registrars, or related local government services.
Operations Manager in Islington employer: BBS Recruitment
BBS Recruitment is an exceptional employer, offering a dynamic work environment in Islington where you can make a real impact in the Transport and Logistics sector. With a strong focus on employee development, we provide ample opportunities for growth and advancement, alongside a supportive culture that values teamwork and customer excellence. Join us to be part of a dedicated team committed to delivering high-quality services to the community while enjoying a balanced work-life with flexible hours.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Islington
✨Get Involved in Industry Events
Logistics and supply chain are all about networking, so hit up those trade shows and local meetups. Places like the UK's Logistics and Supply Chain conference can be goldmines for connecting with potential employers like BBS Recruitment and learning about the latest trends in the industry.
✨Leverage Online Communities
Join forums and LinkedIn groups specifically for logistics professionals. Share your insights and ask questions to get noticed. Being active in these spaces can help you establish credibility and might just lead to an opportunity at BBS Recruitment!
✨Showcase Your Skills with a Portfolio
Even if it’s a full-time gig, having a portfolio can really set you apart. Include case studies or projects that demonstrate your understanding of supply chain management, logistics software, or solving operational challenges. You’d be surprised at how much this can impress hiring managers.
✨Apply Directly Through Our Website
Don't forget the power of applying directly through our website! A lot of companies like BBS Recruitment keep job postings exclusive to their sites. This way, you can easily keep track of your applications and ensure your profile is in front of the right people.
We think you need these skills to ace Operations Manager in Islington
Some tips for your application 🫡
Show Your Supply Chain Savvy:In your CV and cover letter, make sure to highlight your understanding of logistics and supply chain management principles. Mention any relevant courses you've taken or tools you've used, like inventory management software or data analysis platforms, to showcase your skills and keep up with best practices in the industry.
Quantify Your Achievements:When detailing your previous work experience, remember to use numbers wherever possible. Did you improve delivery times by a specific percentage? Did you help reduce costs? These kinds of quantified achievements not only catch the eye but also demonstrate your capability in the logistics sector.
Tailor Your Cover Letter to BBS Recruitment:This is your chance to really connect with the team at BBS Recruitment. In your cover letter, express why you're passionate about supply chain logistics and how your goals align with the company’s mission. A little personalisation goes a long way!
Include Relevant Certifications:If you've got any certifications related to logistics or supply chain management—like APICS or Six Sigma—make sure you flaunt them! These show that you're committed to your professional development and can set you apart from other candidates.
How to prepare for a job interview at BBS Recruitment
✨Know Your Logistics Tools
Make sure you're familiar with key logistics software and tools like SAP or Oracle ERP. These are often used in the industry, and being able to demonstrate your knowledge or experience with them can really set you apart during your interview with BBS Recruitment.
✨Perfect Your Problem-Solving Skills
Expect to tackle scenarios that showcase your problem-solving skills. Think about past experiences where you've had to optimise supply chains or handle logistics challenges. Have a few examples ready to discuss how you made decisions that led to improvements.
✨Show Your Team Spirit
Supply chain roles heavily rely on teamwork and communication. Be prepared to discuss how you've collaborated with others in previous roles. Maybe share a time when you coordinated with a team to resolve a logistical hiccup. This can show BBS Recruitment that you're a team player!
✨Understand the Big Picture
Be ready to talk about the broader logistics and supply chain trends. Having insights into current challenges in the industry, like sustainability or lead times, can impress the interviewers at BBS Recruitment. Show them you’re not just focused on the day-to-day but also have a strategic mindset!
