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
✨Tip Number 1
Network like a pro! Reach out to your connections in the Transport and Logistics sector, especially those who might know about opportunities in customer service management. A friendly chat can sometimes lead to job openings that aren't even advertised.
✨Tip Number 2
Prepare for interviews by researching the company and its services. Understand their values and how they deliver customer-focused services. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've motivated teams and improved performance in previous roles. Highlighting your experience with KPIs and service improvement will make you stand out.
✨Tip Number 4
Don't forget to apply through our website! We have loads of resources to help you prepare for your application and interview process. Plus, it shows you're serious about landing that Operations Manager role!
We think you need these skills to ace Operations Manager in Islington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Operations Manager role. Highlight your experience in managing customer service operations and leading teams, as these are key for us. Use specific examples that showcase your skills in performance management and service improvement.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Mention your understanding of local authority services and how you can drive a culture of customer excellence. Keep it engaging and personal!
Showcase Your Achievements:When filling out your application, don’t just list your responsibilities—show us what you've achieved! Use metrics where possible to demonstrate how you've improved KPIs or enhanced customer satisfaction in previous roles. Numbers speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at BBS Recruitment
✨Know Your Stuff
Make sure you brush up on the specifics of the role and the services mentioned in the job description. Understand how council functions like Council Tax and Housing Benefits operate, as well as the key performance indicators that matter. This will show your potential employer that you're not just interested in the job, but that you’re genuinely knowledgeable about the sector.
✨Showcase Your Leadership Skills
As an Operations Manager, you'll need to lead and motivate teams. Prepare examples from your past experiences where you've successfully developed high-performing teams or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Data is Your Friend
Since the role involves analysing performance data and producing management reports, be ready to discuss your experience with data analysis. Bring examples of how you've used data to drive improvements in customer service or operational efficiency. This will demonstrate your analytical skills and your ability to make evidence-based decisions.
✨Prepare for Scenario Questions
Expect to face scenario-based questions, especially around handling complaints and complex customer issues. Think about challenging situations you've encountered in previous roles and how you resolved them. This will help you articulate your problem-solving skills and your approach to maintaining a culture of customer excellence.
