Corporate Contact Centre Operations Manager
£56,058 – £59,298 per annum
We are looking for a proven operational leader with significant experience managing high-volume, multi-channel contact centre services, strong people management skills, and the ability to deliver service transformation and performance improvement. Experience of using contact centre technologies, performance frameworks and insight to drive excellence is essential.
Reporting within our Resident Experience service, you will lead day-to-day operations, manage and develop Team Leaders and frontline staff, drive service performance, quality assurance and workforce planning, and champion a culture of continuous improvement and first contact resolution. You will use data, insight and feedback to improve outcomes for residents while ensuring delivery against not only our core operational targets but Newham’s vision to improve the lives of our residents. We are looking for someone who can balance motivating our team, building successful partnerships with services and holding performance to high standards.
Please note, we value authentic, personalised applications. Applications that appear to be entirely unedited, generic AI outputs may be rejected.
It also expected that the post holder will be on site with the service a minimum of 3 days per week.
closing date: 11th October 2026
Additional Information
We are committed to creating an inclusive, anti-racist environment for all.
When you apply for a job at Newham, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation.
If you share our vision and values, and you bring the experience and skills we need, that’s all that matters to us.
The London Borough of Newham has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.
#J-18808-Ljbffr…