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- Tasks: Lead a dynamic contact centre to deliver exceptional customer experiences via phone and chat.
- Company: Join a leading business banking firm with a focus on innovation and customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with regular in-person events to foster teamwork and connection.
- Why this job: Make a real impact by shaping customer experiences and driving strategic change.
- Qualifications: Proven leadership experience in operations and a passion for customer service excellence.
The predicted salary is between 50000 - 65000 £ per year.
We are seeking an experienced Senior Operations Manager to lead a large business banking contact centre responsible for delivering brilliant customer experiences for businesses across telephony and chat channels.
Responsibilities
- Deliver strategic and operational leadership for customer experience excellence.
- Manage in‑house and outsourced operations that support customers via telephony and live chat.
- Embed a culture of continuous improvement and high performance, ensuring operational capability aligns with strategic priorities.
- Partner with senior leaders and cross‑functional stakeholders to shape and deliver strategic change initiatives, integrating customer outcomes and operational resilience into decision‑making.
Working Hours & Location
The team operates Monday to Sunday with occasional weekend work to support business needs. The role is based at our Glasgow hub, with weekly in‑person collaboration events in Glasgow.
Hybrid Working
Nationwide offers hybrid working wherever possible, providing generous access to home working while valuing in‑office time for problem solving, learning and connection.
Application Note
If you are a colleague on long‑term absence (e.g., parental leave) or a temporary worker, please submit your application using your personal email address.
Senior Operations Manager - Business Contact Centre in Glasgow employer: Virgin Money UK
Contact Detail:
Virgin Money UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Operations Manager - Business Contact Centre in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you showcase why you’re the right fit for the Senior Operations Manager role.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. This will help you articulate your experience in leading operations and delivering customer excellence.
✨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 Senior Operations Manager - Business Contact Centre in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Operations Manager role. Highlight your experience in managing contact centres and delivering excellent customer experiences, as this is what we’re all about!
Showcase Leadership Skills: We want to see your strategic and operational leadership skills shine through. Use specific examples from your past roles where you’ve led teams or implemented successful initiatives.
Emphasise Continuous Improvement: Don’t forget to mention how you’ve embedded a culture of continuous improvement in your previous roles. We love candidates who are proactive about enhancing performance and operational capability.
Apply Through Our Website: Finally, make sure to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Virgin Money UK
✨Know the Business Inside Out
Before your interview, make sure you research the company thoroughly. Understand their values, mission, and recent developments in the business banking sector. This will help you tailor your answers to show how your experience aligns with their goals.
✨Showcase Your Leadership Skills
As a Senior Operations Manager, you'll need to demonstrate strong leadership capabilities. Prepare examples of how you've successfully led teams, managed change initiatives, and improved customer experiences in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Continuous Improvement
The role requires a focus on continuous improvement. Be ready to discuss specific strategies you've implemented in the past to enhance operational efficiency or customer satisfaction. Highlight any metrics or outcomes that showcase your success in these areas.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about potential challenges in managing a contact centre and how you would address them. Practising these scenarios can help you articulate your thought process clearly during the interview.