Contact Centre Operations Manager

Endeavour House
£37,890 - £43,857
12 May 2021
01 Jun 2021
Job Ref
Contract Type
Full time permanent
Working Pattern

37.0 Hours per Week

Solihull Community Housing are looking for a Contact Centre Operations Manager to join the Senior Leadership Team, and lead the contact centre through the next stage of its journey. Working closely with the Executive Director Customer Service Transformation & Business Support, you will lead a team of Managers, Customer Service Advisors and Service Support Officers on a daily basis, not only ensuring that we get the basics right, but accelerating the newly formed transformation plan, so it’s a really busy and exciting role.

As an organisation, we have a huge focus on delivering excellent services to our customers and communities, as well as placing a real focus on being a great place to work through our HEART values. The contact centre is the customer hub of the business, so you will be working in a fast paced team that has a network not only across the various departments of SCH but with Solihull Metropolitan Borough Council, Orbis (our out of hours provider) and other external stakeholders.

Working at SCH is rewarding, and if you are successful in joining the team, we have the following benefits:

  • Flexible working, including flexi leave up to 24 days per year and agile working arrangements
  • The opportunity to buy up to 10 days additional leave per year
  • Access to our Employee Assistance Programme – a 24 hour independent, free and confidential advice and support service
  • Access to the Local Government Pension Scheme
  • Employee benefits including a staff discount card & a commitment to your ongoing development

Finally, you can see our organisational five year strategic vision and 2021/22 Delivery Plan on our website:

To apply, please click on the link below. If you have a specific question or require further information regarding this post, please contact Kevin Bennett, Executive Director (Customer Service Transformation & Business Support), on 0121 779 8857.

Please note we do not accept CVs.

The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required.

Solihull Community Housing is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees - a place where we can all be ourselves and succeed on merit.

Solihull Community Housing is committed to safeguarding and protecting children, young people and adults at risk and to promoting their welfare and requires all employees and volunteers share this commitment.

Supporting documents
Job Description & Person Specification

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