As a Contact Centre Operations Manager, you will co-lead an omnichannel, inbound Contact Centre, delivering excellent service standards for customers. What you need: Contact centre experience. Solid understanding of service delivery and contact centre metrics. Management experience in a similar role. Experience delivering change. If this sounds like you, this role might be perfect role for you! Here at Peabody, we have an opportunity for a Contact Centre Operations Manager on a Permanent basis at our Ealing Gateway office. A bit about the role: In a customer centric role, your Operational responsibility will be towards driving the performance of Team Leaders, supporting 100+ Advisors across the teams. Some of the key results for the role include: To effectively and proactively lead, manage and motivate the multichannel teams to ensure that there is a culture of high performance, strong engagement and a commitment to continual improvement. Identify barriers to providing a first-class service by collaborating with other key internal and external stakeholders to find solutions and deliver a clear and consistent Catalyst customer experience. To recruit, manage and appraise employees thereby ensuring the provision of an effective, efficient and well-motivated team. To establish and implement effective working arrangements & practices to ensure a consistent level of service delivery in line with the Peabody business plan. A minimum of 2 days working in the office is required. A bit about us: 160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK. The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers. Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach. We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient. We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing. Here just a few of the benefits for working at Peabody: Flexible and hybrid working (depending on the role) Up to 30 days’ annual holiday plus bank holidays Competitive salaries that are benchmarked regularly against current market rates Two additional paid volunteering days each year Family friendly policies Flexible benefits scheme, including options for Healthcare, Dental care, Critical illness cover, vouchers, technology scheme and access to a discount portal 4 x Life Assurance Up to 10% pension contribution matched 1:1 Are you ready to apply? PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer. To be considered for the position of Contact Centre Operations Manager, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. If you have any questions about this role please email Talent Specialist, Tanisha Johnson at [email protected] Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.