Operational Lead

Riverside Group; Carlisle; On-site; GBP 69,000 - 77,000; Full time

Benefits offered by this job

Competitive pay

Generous pension

Flexible working options

Learning and development

Job summary

Riverside Group in Carlisle, Cumbria is seeking an Operational Lead to steer the operational delivery of our contact centres in Liverpool and Carlisle, ~125 FTE, ensuring exceptional customer experiences across channels. You will own performance, transformations, cost control, and budgets while fostering a culture of excellence and innovation.

The ideal candidate will have significant experience in large-scale Operational Management (100+ FTE), bold leadership, and the energy to thrive in a

Qualifications

• Visionary outlook driving strategic direction.
• High energy leader; bold and fast-paced environment.
• Experience of Operational Management at 100+ FTE.

Responsibilities

• Lead operational delivery of the Multi-Site Customer Service Centre in Liverpool and Carlisle (≈125 FTE).
• Accountable for performance, transformation, and continuous improvement.
• Responsible for cost control and budget management.
• Shape a culture of excellence, innovation and customer centricity.

Skills

Visionary leadership

High energy leader

Operational management

Job description

Job Title: Operational Lead
Contract Type: Permanent
Salary: £69272.98 (£76564.93 is achieved after 12 successful performance in the role)
Working Hours: 35 hours per week, full time
Working Pattern: Monday to Friday
Location: Carlisle, Cumbria

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as an Operational Lead

As Operational Lead for our Multi-Site Customer Service Centre, you will lead the operational delivery of our contact centres in Liverpool and Carlisle (circa 125 FTE) ensuring exceptional customer experiences across all channels. You will be accountable for performance, transformation, continuous improvement, cost control and budget whilst shaping a culture of excellence, innovation, and customer centricity.

About you

We are looking for someone with

• A visionary outlook capable of driving our strategy forward
• A leader who has high energy, can be bold and work in a fast-paced environment
• Significant experience of Operational Management at a sizeable function level (100 FTE+)

Why Riverside?

At Riverside, we're a housing association with a difference - enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview. If required