Operations Manager - Inbound

TN United Kingdom; Nottingham; Hybrid; GBP 59,000; Full time

Job summary

An established industry player is seeking an Operations Manager to lead their contact centre in Nottingham. This exciting role focuses on developing high-performing teams and delivering exceptional customer experiences in a regulated environment. You will manage daily operations, drive change, and support team leaders while optimizing performance through innovative strategies. With a competitive salary and a range of attractive benefits, including health plans and wellbeing programs, this opportunity is perfect for those passionate about leadership and operational excellence.

Benefits

Health Cash Plan

Matched Pension Contributions

Life Assurance

Employee Discounts

Wellbeing Programs

Volunteer Opportunities

Employee Assistance Programme

Quarterly Bonus

Qualifications

• Minimum 2-3 years in operational management leading teams.
• Proven experience with sales performance and contact centre KPIs.

Responsibilities

• Manage daily delivery of balanced scorecard and sales performance.
• Coach and support team to enhance sales and customer experience.

Skills

Stakeholder Engagement

Sales Performance Management

Coaching

Leadership

Strategic Planning

Communication

Education

Experience in Operational Management

Experience in FCA Regulated Environment

Job description

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Operations Manager - Inbound, Nottingham

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Client:

Domestic & General

Location:

Nottingham, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

995f87ecedb1

Job Views:

2

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Operations Manager - Inbound

Contact Centre Operations Manager

Salary: £59,000 OTE

Contract: Permanent, Full-Time

Location: Hybrid – Requirement to be on site in Nottingham as needed, with occasional travel to other D&G sites.

Are you an experienced Operations Manager with a background in a regulated financial services or sales contact centre environment?

Do you have a passion for developing high-performing teams?

Can you deliver excellent customer experience in a regulated environment?

Our mission is to lead our contact centre teams to deliver results while driving change and ensuring compliance. We need an experienced leader to motivate and develop team leaders and manage our contact centres effectively.

About the Role:

1. Manage the daily delivery of our balanced scorecard, sales performance, team engagement, and customer-first approach.
2. Coach and support your team to enhance sales through behaviors and conversations, using models like SMART or GROW.
3. Lead the culture, environment, and mentoring of future leaders, focusing on leadership rather than tasks or targets.
4. Drive change, propose solutions, and optimize department operations within D&G, leveraging your internal network and collaborative skills.

About You:

1. Minimum 2-3 years in an operational management role leading teams of Team Leaders or equivalent.
2. Proven experience with sales performance and contact centre KPIs.
3. Experience in an FCA regulated environment, understanding customer journey expectations in financial services.

Additional Skills:

1. Excellent stakeholder engagement and management skills.
2. Strategic planning ability to create operational roadmaps.
3. Entrepreneurial mindset with a focus on opportunity.
4. Coaching ethos to drive performance.
5. Strong leadership and communication skills.
6. Innovative, with a focus on best practices.
7. Ability to translate technical operations for diverse audiences.

In return, we offer:

• A competitive salary plus quarterly bonus, up to £10k annually.
• Health cash plan covering healthcare costs, including dental, optical, physiotherapy, and virtual GP services.
• Matched pension contributions up to 5%.
• Life assurance of four times salary.
• Access to an online benefits portal with savings and lending facilities, financial wellbeing, and support services like Salary Finance, Car Leasing, Travel Loans, Cycle to Work, and more.
• Wellbeing programs including discounted gym memberships, virtual workouts, and culinary classes.
• Volunteer opportunities via OnHand app in areas like youth mentoring, food poverty, homelessness, and elderly support.
• Employee Assistance Programme for advice on finance, relationships, health, and family issues.
• One free Domestic & General protection plan annually, with discounts on additional plans.
• Employee discounts on Sky TV, mobile packages, and other retailers.