Contact Centre Operations Manager

ArvatoConnect; Datchet; Teletrabalho; GBP 47 000 - 57 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Discretionary Annual Bonus up to 10%

Pension Scheme

Life Insurance – 4x salary

Health & Wellbeing support

Generous holiday entitlement - 25 days

Resumo da oferta

Arvato Limited in Datchet is seeking an Operations Manager to lead a team, drive operational performance, and ensure compliant delivery for a FCA-regulated account. This role reports to the Senior Operations Manager and collaborates with Planning, Quality & Training, and Ops Support to meet SLA/KPI targets.

You will manage Team Managers, drive customer outcomes, and lead technology implementations to enhance experiences. On-site five days a week with some WFH flexibility.

Qualificações

• Proven experience in a fast-paced contact centre environment.
• Experience in FCA regulated financial services environments.
• Strong stakeholder and client management.
• Onsite five days per week at Datchet.
• Proven leadership of Team Managers and operational teams.
• Excellent communication and planning skills.

Responsabilidades

• Lead and develop your team to meet and exceed operational goals.
• Act as central client contact and deliver through operational excellence.
• Improve operational efficiency and customer experience.
• Ensure regulated requirements are met in delivering quality services.
• Lead the implementation of new technologies to add value.
• Drive SLA and KPI achievement through team direction.
• Support the Quality Management framework and regulatory requirements.
• Plan for future skills through talent management.

Conhecimentos

Contact centre management

Leadership

Client facing

FCA compliance

Stakeholder management

Data analysis

CRM systems

Operational planning

Descrição da oferta de emprego

Location: On-site role based at our welcoming office in Datchet, SL3 9LL, just off the M4 (with free staff parking provided)

Salary: £52,247 per year, plus a discretionary annual bonus of up to 10% and a contributory pension scheme, along with other attractive benefits.

Working Model: 5 days onsite with occasional flexibility for WFH

Contract: Permanent Role

Future shapers. Experience makers

In a world where change is constant,ArvatoConnect stands at the forefront of innovation. We partner with forward-thinking organisations to reshape and reinvent how they connect with their customers. By delivering cutting‑edge, technology‑driven solutions, we create exceptional experiences that foster stronger connections, enhance loyalty, and drive growth.

This role will be supporting one of our key automotive clients, which is a trusted global brand operating within a highly regulated environment. As this is an FCA‑regulated account, you’ll play a critical part in ensuring we deliver compliant, high‑quality services while maintaining exceptional operational performance.

About the Role:

As an Operations Manager, you will play a visible and influential role in leading, managing, coaching, and developing a team to continually enhance and improve operational performance. You will work closely with professional teams such as Resource Planning, Quality & Training, and Ops Support to ensure aligned operational plans are met. Your mission will be to achieve SLA’s, KPI’s, and commercial performance while ensuring excellent quality services, customer outcomes, and business objectives. This role will be reporting into the Senior Operations Manager.

What You’ll Do:

• Lead and Inspire by managing and developing your team to meet and exceed operational goals.
• Serve as a central point of contact for clients, understanding their requirements and delivering through operational excellence.
• Focus on enhancing operational efficiency and customer experience.
• Ensure all regulated requirements are met in delivering quality services.
• Embrace and lead the implementation of new technologies to add value and enhance customer experiences.
• Achieve and exceed SLA’s and KPI’s through motivation and direction of Team Managers.
• Support the Quality Management framework and ensure all Financial Regulatory requirements are met.
• Ensure future skills needs are met through effective talent management.

What You’ll Bring to the Table:

• Proven experience in a fast-paced contact centre environment.
• Strong operational management background
• Experience in a client facing role
• Strong automotive experience is desirable.
• Competent with FCA regulations for financial services provision.
• Excellent communication and planning skills.
• Ability to manage multiple tasks under pressure.
• Direct experience of liaising effectively and professionally with clients.
• Strong analytical and data‑driven decision‑making skills.
• Proficient in customer service CRM systems (Genesys preferred).
• Strong leadership skills with a focus on coaching and developing teams.
• Proven tactical and strategic decision‑making and problem‑solving abilities.
• Commitment to delivering high‑standard customer experiences.

Minimum Criteria:

• Proven experience in an Operations Manager (or equivalent senior leadership) role within a fast‑paced contact centre environment.
• Experience operating within a FCA regulated environment, with a strong understanding of FCA requirements and delivering compliant customer outcomes.
• Strong stakeholder and client management experience, with the ability to build credible relationships and manage operational discussions confidently.
• Ability to work onsite at our Datchet office five days per week, with occasional flexibility for home working.
• Proven experience managing operational performance through KPIs, SLAs, quality measures and people performance frameworks.
• Demonstrable experience leading and developing Team Managers and operational teams to deliver against performance targets, service levels and customer outcomes.

Why Join Us?

• Opportunity to lead significant change management initiatives and develop your career.
• Work in a collaborative environment with cross‑functional business teams.
• While the role is primarily onsite, occasional flexibility for remote work is available.

Benefits Include:

• Discretionary Annual Bonus – recognising and rewarding your individual contribution to the company’s success.

• Flexible Enhanced Family Leave Pay - We offer eligible employees the option to spread their enhanced maternity, adoption, or shared parental leave pay evenly across their leave period. This means you can avoid months without pay at the end of your leave, giving you greater financial stability and peace of mind while you focus on your family.

• Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.

• Pension Scheme – 4% employee contribution matched by the company.

• Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.

• 24/7 Health and Wellbeing Support – access to virtual GP, mental health services, fitness programmes, and more through our WeCare platform.

• Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.

• Vodaphone Discount - Receive up to 15% off pay monthly plans for you and up to five friends or family members. Offers include access to the latest handsets and are available to new Vodafone customers or existing customers at the end of their contract.

Diversity & Inclusion Statement:

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.