CM Operations Manager – Front Counter & Public Safety

Hampshire County Council; Netley; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading public sector organization is seeking a Contact Management Operations Manager to oversee service delivery across multiple teams. This role requires proven leadership abilities, strategic thinking, and experience in a contact centre environment. The successful candidate will ensure efficient operation and compliance with national standards. Benefits include generous leave, discounts, and career development opportunities. Candidates must either apply for Business Support, Front Counter, or both portfolios.

Benefits

Generous annual leave allowance

Retail and leisure discounts

Gym facilities

Career progression opportunities

Qualifications

• Strong record of delivering measurable outcomes.
• Recent experience in a leadership role.
• Ability to negotiate and influence effectively.
• Experience managing complex operations.

Responsibilities

• Deliver CM services aligned with the CM strategy.
• Lead teams to manage front counter operations.
• Ensure compliance with national standards.
• Provide duty leadership coverage during weekends.

Skills

Leadership capability

Performance management

Risk management

Problem solving

Communication

Change management

Contact centre experience

Education

Educated to QCF Level 7 or equivalent experience

Job description

A leading public sector organization is seeking a Contact Management Operations Manager to oversee service delivery across multiple teams. This role requires proven leadership abilities, strategic thinking, and experience in a contact centre environment. The successful candidate will ensure efficient operation and compliance with national standards. Benefits include generous leave, discounts, and career development opportunities. Candidates must either apply for Business Support, Front Counter, or both portfolios.