Contact Management Operations Manager - HC622948

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

Contact Management Operations Manager - HC622948

Job Title: Contact Management Operations Manager

Contract: Permanent

Location: There are two positions available:

• Based at Netley, working as the Business Support Operations Manager for Hampshire & Isle of Wight Constabulary (HIOWC)
• Based at either Netley or Kidlington (but with potential flexibility to work from other sites – please contact Russ Cox to discuss any requests prior to submitting an application), working across the HIOWC/Thames Valley Police (TVP) collaboration as the Front Counters Operations Manager.

Please note that these are Police Staff vacancies only.

Closing Date: Sunday 11th January 2026 at 23:59.

About the role

As an Operations Manager, you will be an integral part of the Contact Management (CM) Senior Leadership Team. You will be responsbile for ensuring your team successfully delivers CM services across HIOWC and TVP, in line with the overarching CM Strategy. The role ensures that all 999, 101, front counter, and digital contact channels are delivered efficiently, effectively, and in line with national standards – whilst maintaining a strong focus on public safety, service quality, and staff welfare.

Each portfolio will have a specific responsbility for the effective leadership of their team, but with a strategic responsbility to deliver against the HIOWC and TVP priorities and budgets.

We are looking to recruit two experienced, dynamic, and resilient leaders with a proven track record in delivering measurable outcomes. You should be skilled in coordinating resources, data analysis, optimising processes, and managing complex day to day operations.

As the Operations Manager for the Business Support portfoilo – you will be responsible for the successful delivery of all CM business support functions, including: resourcing & forecasting, performance analysis, system administration & information management, technical support & assest management, workforce development, and initial CM training.

As the Operations Manager for the Front Counters portfoilo – you will be responsible for the effective delivery of the front counter provision across HIOWC and TVP. This includes all sites where there is an operational public front counter, across both Force areas. As well as delivering traditional front counter services, you will be responsible for ensuring that front counter staff continue to support the department's strategic aims through the processing of online crime reports, crime call backs, and other support functions.

Please note that as an Operations Manager, there will be a requirement to work some weekends and bank holidays as part of a rota – this is required in order to provide duty senior leadership cover across both Forces.

You will need access to reliable transport, as there will be the requirement for some travel between various sites within HIOWC and TVP.

When you submit your application, please make it clear (using the multiple choice application question) if you are applying for the Business Support portfoilo, the Front Counter portfoilo, or if you would like to be considered for both.

What are we looking for in our successful candidates?

• Educated to QCF Level 7, or have relevant work experience deemed to be at a comparable level;
• Proven leadership capability, with the ability to deliver results whilst inspiring others;
• Recent experience of managing performance;
• Understanding of operational risk management;
• Problem solving skills with the ability to make difficult but informed decisions;
• Excellent communication and interpersonal skills, including the ability to negotiate;
• Proven ability to lead change effectively;
• Experience of working and leading in a contact centre environment with understanding of the technology used; and
• A UK driving licence is required.

Benefits of working for Hampshire & Isle of Wight Constabulary

In addition to the competitive salary and highly rewarding career, our benefits include, but are not limited to;

• Generous annual leave allowance;
• Retail, food, and leisure discounts through Hampshire Police Leisure & Sports and Blue Light Card;
• Gym facilities at a number of our buildings; and
• Fantastic career progression including development and secondment opportunities.

How to apply

Please follow the online application link to apply. You will be required to enter personal details, complete our screening questions, and provide examples of when you have displayed the below competencies.

Please note that this role is measured against the above 4 competencies along with We are emotionally aware Level 2 and We analyse critically Level 2. All 6 competencies will be assessed at interview and you should also be aware of the values (courage, respect and empathy, and public service).

Your answers to the above competencies will be used to shortlist applications and reading the linked College of Policing webpages will assist you in completing your application. We also recommend that you read through this candidate guidance for completing application forms.

Your answers to these competencies should be specific examples (from work, education, social, or home life) and should be a true account of events. To structure your answers, we recommend using the STAR technique which is explained in the above guidance document.

Your answers should be typed into the relevant section on the application form. Please do not write 'refer to CV/covering letter' as any attached documents will not be reviewed and what you type in the answer section is what will be scored.

We recommend that you write your answers in MS Word before copying them into your application, to avoid the system timing out and you losing your progress. Our recruitment system uses a character counter for your answer to each competency, but please do not use MS Word as a character count guide - the correct character counter is linked here.

Contact details for an informal discussion

Please note that the email address you supply when submitting an application will be used for contact throughout the full lifecycle of that vacancy. You will not be able to amend your contact details. You should therefore ensure that you choose an appropriately accessible email address, being mindful that the process may take several months for some roles.

Hampshire and Isle of Wight Constabulary is an inclusive employer and strives to have a workforce representative of the communities we police and serve. We recognise that we are not fully representative and are working to address this imbalance through a variety of initiatives.

Hampshire & Isle of Wight Constabulary is an equal opportunities employer that positively promotes flexible working, enabling officers and staff to achieve a healthy work-life balance whilst meeting operational requirements of the constabulary. We actively encourage applications to be made on a full time, part time or flexible working basis.

The Equality Act 2010 allows us to promote equality within Hampshire and Isle of Wight Constabulary by adopting Positive Action to support people from under-represented groups. Our aim is to recruit talented people with a diverse range of skills and experience and welcome applications from all sections of the community. Our Positive Action team are available to provide support through the application and assessment process by contacting: [e-mail]

The Disability Confident campaign aims to remove barriers, increase understanding and ensure that people have opportunities to fulfil their potential and realise their aspirations. We will accommodate requests for reasonable adjustments where possible throughout our recruitment and promotions processes and encourage anyone requiring reasonable adjustments to disclose this at the earliest opportunity.