Senior Operations Manager

Starting salary: £55,832
Job Level: Level 5, Zone 2
Work Location: 5 Pancras Square, London, N1C 4AG
Hours per week: 36
Contract Type: Permanent
Closing date: Sunday 10th September 2023; 23:59
Interviews to be held: TBC
Alternative flexible working options available/open to discussion

Anonymised Application – in keeping with Camden’s commitment to inclusion the recruitment to this role is anonymised and supports the objective of reducing the impact of unconscious bias.

Inclusive Recruitment Pilot

In keeping with Camden’s commitment to Conscious Inclusion, we are taking positive action to improve diversity at our senior levels. One of the measures we have committed to is making sure we don’t have any All-White shortlists for roles at Level 5 and above. 

The recruitment to this role will form part of that pilot, to support our desire to increase the number of staff from underrepresented groups in senior roles within the council. Please see here for further information  OR contact the resourcing team at resourcing@camden.gov.uk 

About us

Camden is changing on the inside to make life better for everyone. Because we’re not just home to the UK’s fast-growing economy. We’re home to the most important conversations happening today. And we’re making radical social change a reality, so that nobody gets left behind. We are looking to recruit a Senior Operations Manager to join Contact Camden, the public facing hub of the London Borough of Camden.

The role
This role is all about leading people collaboratively to achieve our purpose - ‘Build trust in Camden, empower citizens and change lives’. 

You will work closely with the Customer Service Manager at an exciting time in our journey as we redefine contact with our citizens.  With an excellent understanding of the day-to-day operations, you will use your knowledge of the industry and best practice to develop our operating model to be efficient and rigorously focused on customer experience.

You will communicate clearly with your team and motivate them to achieve their tasks around standards and deal with issues quickly and professionally as soon as they arise.

About you

To be considered for the role you will have an excellent understanding of the day-to-day operations of a busy omni-channel contact centre.

You’ll be confident working with service managers and Head’s of Service to redefine processes around the citizen championing their needs. 

You’ll understand why customers need to contact Camden Council and you’ll be able to tell customer stories which are backed by insight and evidence that will support service re-design that will improve the citizen experience.

You will be able to multitask, take ownership for the operational tasks, great at coaching and developing a team, whilst being self-motivated for their own development.

For more detailed information please refer to the job profile.

Apply online now.

Working for Camden

We’re ready to welcome your ideas and your views. Help us redefine our corporate services, and we’ll redefine what a career can be.

At Camden, you’ll receive a host of benefits as well as joining a flexible working employer. Click HERE to see full details of our benefits.

Additional information     

To view the Job Profile please click HERE 

or click here if you cannot open the link: http://camdocs.camden.gov.uk/HPRMWebDrawer/Record/10190044/file/document?inlin

To apply for this job please follow the "Apply" link. In the ‘Why you?’ section of the application you will be required to demonstrate how you meet the essential criteria listed in the Job Profile.   

Inclusion and Diversity  

We want Camden Council to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applications from Black, Asian and those of Other Ethnicities, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equalities and justice remains at the heart of everything we do.

To discover more about Camden and our commitment towards diversity, equality and safeguarding, please visit our recruitment website

Asking for Adjustments

Camden is committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on 020 7974 6655, at resourcing@camden.gov.uk or post to 5 Pancras Square, London, N1C 4AG.