Operational Lead

Overview

Lead operational delivery, transformation and performance of the Liverpool Customer Service Centre

Key Responsibilities

• automation
• analytics
• crm tools
• operational reporting
• risk management
• kpi delivery

Tasks

-Coordinate with Learning & Development on mandatory training compliance. -Drive transformation programmes, including digital channel expansion, automation, and service redesign. -Work with Resource Planning to manage staffing and service levels in real time to support operational agility and high performance. -Lead the development and execution of operational strategies aligned with organisational goals and customer service ambitions. -Communicating company goals and performance expectations to the team. -Ensure compliance with safeguarding, data protection, and housing regulations. -Oversee succession planning and talent development to ensure leadership continuity and capability growth. -Evaluate cost-saving opportunities and efficiency improvements without compromising service quality. -Lead on risk management, business continuity, and operational resilience planning. -Lead on operational reporting, presenting performance trends, commentary and recommendations to Senior Leaders. -Confidently leading on key projects for the Customer Service Centre and aligning across functional teams. -Ensure colleagues have the knowledge and tools to deliver the right outcomes. -Lead change management initiatives, ensuring teams are engaged and supported through transformation. -Own and manage the operational budget for the Customer Contact Centre, ensuring cost-effective service delivery. -Champion colleague engagement, well-being and inclusion across all sites. -Act as a senior point of contact for escalations and queries from the Executive Leadership Team in the absence of the Head of Contact Centre Operations. -Lead and develop a high-performing management team, fostering a culture of coaching, feedback loops, and recognition. -Ensure financial decisions align with strategic priorities and deliver value for money. -Collaborate with internal departments to streamline processes and drive efficiencies. -Promote continuous improvement and best-in-class practices in the Contact Centre. -Own delivery of KPI’s across all channels, including satisfaction, resolution, quality, and compliance. -Ensure colleagues have clear goals and development plans in place to support progression. -Champion the use of analytics platforms and CRM tools to enhance decision making and service delivery. -Represent the Contact Centre at strategic forums, contributing to process development and long-term planning. -Influence and support the strategy in line with the Target Operating Model; re-design of services, optimisation of business processes and supporting a 2-3 yr programme of change. -Lead initiatives to reduce customer effort and improve end-to-end service journeys using customer feedback and insights. -Oversee complex escalations and service recovery, ensuring resolution and learning. -Developing and implementing operational strategies to improve customer satisfaction. -Use data to identify service gaps, customer friction points and opportunities for innovation.

Requirements

• cih
• nvq
• crm
• microsoft office
• operational management
• leadership

What You Bring

-A professional appearance and manner -A visionary outlook capable of driving our strategy forward -Excellent coaching and development skills at a Team Leader and Manager level -Experience of driving performance and making positive step change in results -Relevant qualifications in housing, customer service or management (e.g. CIH Level 4, NVQ, ILM) -Evidence of managing senior stakeholders both internal and external -Experience of leading and improving a Customer Service operational function -Ability to analyse and present data for all levels of stakeholders -Knowledge of identifying service improvements as a result of feedback, service failures and complaints -Evidence of leading and delivering transformation and business change -Competent in utilising data to gain insight into inefficiencies within the customer journey. -Be confident in delivering presentations and KPI results to Senior Leaders. -Significant experience of Operational Management at a sizeable function level (100 FTE+) -Excellent leadership, communication and conflict resolution skills -Proficiency in CRM systems and Microsoft Office -Experience leading a large multi-channel contact centre, preferably within social housing -Strong skills in colleague management, adhering to people policies and procedures to encourage a high performing team

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Benefits

-Flexible working options available -Investment in your learning, personal development and technology -28 days holidays plus bank holidays -Competitive pay & generous pension

About Riverside

-Operates a diverse portfolio of residential properties across the UK, offering homes to people in need. -Specializes in social care, working to improve the lives of vulnerable people through tailored services. -Projects often focus on regeneration and community development, transforming neighborhoods into thriving areas. -Offers a range of services like homelessness prevention, mental health support, and youth services. -Manages a variety of housing types, from supported living facilities to independent homes, helping people achieve stability. -Known for its holistic approach, addressing not just housing needs, but also the broader social factors affecting well-being. -Committed to supporting those at risk of marginalization, from veterans to people with disabilities. -A key player in the UK housing and social services sector with a unique blend of housing expertise and social care.

Sector Specialisms

Visa Sponsorship

-no sponsorship will be offered; applicants must already have valid uk work permission