Operations Manager

Job Description

Barnsley Council are seeking an experienced Operations Manager to join the team based in Barnsley. You will be working on a full time, permanentbasis (37hoursper week)and in return, you will receive a competitive salary of£36,371- £39,571 perannum.The Operations Manager role:You will be responsible for the operational management of the Councils Customer Contact Centre and the development of the Contact Centre workforce to ensure that it provides high quality and efficient services, excellent customer support and meets ServiceLevel Agreements.Its an exciting time to join us, with lots of improvement activity taking place and as the Operations Manager, you will be key to contributing to our improvement journey. The role will be responsible for the operational management of the 24-7/365 CustomerContact Centre for both the Council and Berneslai Homes as well as management of Team Leaders/Senior Advisors, in line with our compassionate leadership ethos. You will be responsible for ensuring that policies and processes are implemented, documented, andconsistently followed, ensuring that team members are trained, skilled and supported to do so... Youll be passionate about delivering outstanding customer service, working collaboratively and be a supportive Manager, which will ultimately be demonstratedthrough high customer satisfaction ratings.Responsibilities as our Operations Manager will involve:

• Responsible for the operational management of the Contact Centre for both the Council and Berneslai Homes (ALMO)
• Direct management of Team Leaders/Senior Advisors, providing effective day to day support, guidance and feedback
• Setting individual and team performance targets andreporting and monitoring progress
• Promoting effective and professional working relationships and supporting a positive culture within the Contact Centre
• Supporting the creation of and the management and performance reporting of Service and Operational Levels Agreements
• Ensure that the Contact Centre delivers excellent service to customers which meet/exceeds customer experience and satisfaction targets
• Ensure that the Councils policies and procedures are understood, communicated and consistently adhered to
• Take ownership of escalated complaints and issues
• Implement, maintain and ensure consistent adherence to and of robust business continuity, risk management and health & safety plans
• Ensuring clear and efficient Contact Centre processes, controls and audit trails are implemented, documented, maintained and consistently followed

Skills and experience were looking for in our Operations Manager:

• Level 5 qualification in a relevant subject area (or have significant experience in this area of work)
• Awillingness to undertake the councils leadership programme
• Significant experience in a busy and challenging operational service delivery environment
• A proven track record of managing diverse teams
• Experience of promoting effective working relationships
• Thrivesworking in a positive team culture
• Working knowledge of telephony and digital access channels
• Expert analytical skills withthe ability to analyse complex statistical data
• Strong communication, negotiation, influencing and interpersonal skills
• Strong organisation and time management skills
• Excellent problem-solving
• Ability to adaptto changes in circumstance or information

Closing date: Friday 5th August 2022A lot to look forward to:Here at Barnsley, we live and work by four important values: honesty, teamwork, excellent service, and taking pride in what we do. As part of our team, you can be sure well do all we can to support you in being truly excellent. We prioritise learning andenabling you to achieve your potential. Weve created a development process that lets you grow in the way that suits you - whether thats training to be a leader or learning flexibly online. Thats one of the reasons why we achieved IIP Gold, and why youllfind your career here inspiring and rewarding.If you think this role is for you then we would very much welcome your application, apply now to become ourOperations Manager.