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Contact Centre Operations Manager - Southwark

Job Title: Contact Centre Operations Manager - Southwark
Contract Type: Temporary
Location: Southwark
Salary: £27.33 - 27.33 per hour
REF: LMNYK727220
Contact Name: Nanayaw Kyeremeh
Contact Email:
Job Published: 19 days ago

Job Description

Southwark Council – Contact Centre Operations Manager  

Location: Southwark – SE1 2QH

Hours: Full time – 36 hours

Payrate: £27.33 ph


To lead teams responsible for delivering a unified, professional customer access point.

To manage the highest standards of customer service to the public and staff in all matters.

To ensure the delivery of the agreed standards of service to be applied across the Council’s Front Office.

Monitor and deliver on performance indicators, targets and objectives.

To contribute to the development of the Community Hub and Contact Centre to include other services and communication channels with a view to providing a multichannel, generic front-office service, supported by flexible, appropriately trained staff.

Develop relationships and agreements with services included in the Centre with a view to ensuring that staff are kept fully up to date with service developments and statutory changes.

To have direct responsibility for management and development activities in relation to direct reports including line managers and supervisors and all other employees through direct reports.

Main Responsibilities

Lead and manage an operation made up of Team Leaders or individuals responsible for delivering front line services in the Council’s Contact Centre.

Manage the delivery of agreed standards of service and monitoring criteria for a quality customer response.

Plan and organise the teams to deliver a reliable and consistent customer service including the allocation of work and assessing the performance of the operation and individuals.

Manage and agree targets and objectives for direct reports and monitor performance against them. Define, monitor and continuously improve performance indicators for the operation.

Implement performance and quality management systems to capture performance information and customer satisfaction levels. Provide reports, as required, on the performance and development of the operation.

Identify repeated service problems, and work with colleagues in relevant services to generate options for solving them effectively and efficiently.

Deliver any agreed changes to achieve service improvements and resolve problems. Make recommendations and develop proposals for changes to business processes, which improve resolution rates and customer satisfaction.

Manage the staffing implications of providing a generic front-office service with flexible, appropriately trained staff.

Manage staff, physical and budgetary resources associated with the operation.

Actively participate in planning future development of the operation to incorporate additional service areas and improve enquiry resolution and overall customer satisfaction.

Develop links with peers in the Contact Centre and other areas of the council to ensure consistency of service across all customer access points. Provide back-up support across operations as and when required.

Ensure contact centre teams maintain up-to-date knowledge and skills relevant to the developments in professional service areas.

Contribute to the development and maintenance of appropriate information systems to enable staff to provide a quality response to the Council’s customers.

Carry out all duties with due regard to the provisions of health and safety regulations and legislation, Data Protection legislation, the Council’s equal opportunities and customer care policies.

Ensure Contact Centre / Customer Service learning and development strategy and methodologies are followed with all employees engaged directly and through relevant line managers.

Any other duties consistent with the level and responsibilities of the role.

We offer:

  • 24 hour one on one specialist social work consultant based within your geographical area
  • 4Recruitment Services Employee Benefits Programme
  • Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email:

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