Operations Manager - Repairs Contact Centre

Operations Manager - Repairs Contact Centre
£46,041 - £49,083 per annum

The Operations Manager will have responsibility to oversee all aspects of the Repairs Contact Centre, ensuring efficient coordination and delivery of excellent resident experience. 

Reporting to the Head of Resident Involvement and Participation, the requires strong leadership, communication and organisational skills, along with thorough understanding of repairs or call centre processes. 

Key responsibilities includes:

• Managing a team of Team Leaders and Repair Customer Service Advisors.
• Oversee all systems necessary for the successful operation of the service
• Work with internal and external stakeholders to ensure that services and projects are developed and delivered to meet the needs of the Repairs Contact Centre and its priorities.
• Effectively communicating with teams within Housing to ensure smooth operation
• Reviewing and monitoring performances and data
• Ensuring excellent resident experience is being delivered 
• Effective addressing and responding to complaints in a timely manner

https://www.newham.gov.uk/downloads/file/7199/operations-manager-repair-contact-centre-3609

Closing date 16.08.24

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.

Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.

We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by https://www.cifas.org.uk/fpn.