Corporate Contact Centre Operations Manager

Job Description

Corporate Contact Centre Operations Manager
£56,058 - £59,298 per annum

We are looking for a proven operational leader with significant experience managing high-volume, multi-channel contact centre services, strong people management skills, and the ability to deliver service transformation and performance improvement. Experience of using contact centre technologies, performance frameworks and insight to drive excellence is essential.

Reporting within our Resident Experience service, you will lead day-to-day operations, manage and develop Team Leaders and frontline staff, drive service performance, quality assurance and workforce planning, and champion a culture of continuous improvement and first contact resolution. You will use data, insight and feedback to improve outcomes for residents while ensuring delivery against not only our core operational targets but Newham's vision to improve the lives of our residents. We are looking for someone who can balance motivating our team, building successful partnerships with services and holding performance to high standards.

Please note, we value authentic, personalised applications. Applications that appear to be entirely unedited, generic AI outputs may be rejected.

It also expected that the post holder will be on site with the service a minimum of 3 days per week.

Please view JD here

closing date: 11th October 2026

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.

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.

About us

The London Borough of Newham is located only 5 miles east of London. It is well positioned with access to all major networks in London and the south east. It is well connected by public transport with, bus, tube and DLR. When the Crossrail service opens it will call at Custom House close to our council offices and also Stratford station and from there to central London. The London City Airport which serves major European cities is located at Royal Albert Dock. Newham has the youngest overall population in the country. It was one of the six host boroughs for the 2012 Summer Olympics and contains most of the Olympic Park including the London Stadium. It has a thriving arts quarter with the Theatre Royal Stratford East offering excellent entertainment for all the family. There is the University of East London which has two campuses in Newham, one in Stratford and another next to the regenerated Royal Albert Dock. It also has a large Westfield shopping Centre in Stratford which has all the major retailers there.