Operational Lead

Job Title: Customer Service Operational Lead
Contract Type: Permanent 
Salary: £67,060.00 per annum (£74,119.00 per annum is achieved after 12 months successful performance in the role)
Working Hours:  35 Hours per week
Working Pattern: Monday - Friday, Hybrid
Location: North Reg Hub, Carlisle 

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside, we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

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 a Customer Service Operation Lead
The Customer Service Operation Lead will lead the operational delivery of our Carlisle office, ensuring outstanding customer experiences across all channels. You'll drive performance, transformation, and continuous improvement while managing budgets and fostering a culture of excellence and innovation. Collaborating across departments, you'll design seamless customer journeys and empower teams to resolve issues effectively. Working closely with senior stakeholders, you'll shape long-term plans to deliver service excellence, operational efficiency, and colleague engagement. i

About you
We are looking for someone who can drive succession planning and talent development to build future capability whilst leading and inspiring a high-performing management team, fostering coaching and recognition. The ideal person will have proven experience in creating and leading high performance teams and having laser focus on key performance measures, coaching and management. You will have experience in championing engagement, well-being, and inclusion while guiding teams through change. Your analytical experience will support our requirements to use data insights to improve customer journeys and communicate goals clearly. 

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 an demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered. 

Role Profile 

•    Lead the development and execution of operational strategies aligned with organisational goals and customer service ambitions.

•    Drive transformation programmes, including digital channel expansion, automation, and service redesign.

•    Represent the Contact Centre at strategic forums, contributing to process development and long-term planning.

•    Confidently leading on key projects for the Customer Service Centre and aligning across functional teams.

•    Lead on risk management, business continuity, and operational resilience planning.

•    Influence and support the strategy in line with the Target Operating Model; re-design of services, optimisation of business processes and supporting a 2-3 yr programme of change.

•    Own delivery of KPI's across all channels, including satisfaction, resolution, quality, and compliance.

•    Oversee complex escalations and service recovery, ensuring resolution and learning.

•    Lead initiatives to reduce customer effort and improve end-to-end service journeys using customer feedback and insights.

•    Promote continuous improvement and best-in-class practices in the Contact Centre.

•    Collaborate with internal departments to streamline processes and drive efficiencies.

•    Developing and implementing operational strategies to improve customer satisfaction.

•    Ensure compliance with safeguarding, data protection, and housing regulations.

•    Work with Resource Planning to manage staffing and service levels in real time to support operational agility and high performance.

•    Lead on operational reporting, presenting performance trends, commentary and recommendations to Senior Leaders.

•    Use data to identify service gaps, customer friction points and opportunities for innovation. 

•    Champion the use of analytics platforms and CRM tools to enhance decision making and service delivery. 

•    Act as a senior point of contact for escalations and queries from the Executive Leadership Team in the absence of the Head of Contact Centre Operations.

•    Own and manage the operational budget for the Customer Contact Centre, ensuring cost-effective service delivery.

•    Evaluate cost-saving opportunities and efficiency improvements without compromising service quality.

•    Ensure financial decisions align with strategic priorities and deliver value for money.

•    Oversee succession planning and talent development to ensure leadership continuity and capability growth.

•    Lead and develop a high-performing management team, fostering a culture of coaching, feedback loops, and recognition.

•    Champion colleague engagement, well-being and inclusion across all sites.

•    Lead change management initiatives, ensuring teams are engaged and supported through transformation.

•    Communicating company goals and performance expectations to the team.

•    Ensure colleagues have the knowledge and tools to deliver the right outcomes.

•    Competent in utilising data to gain insight into inefficiencies within the customer journey.

•    Take a collaborative approach to decisions and changes for our people.

•    Coordinate with Learning & Development on mandatory training compliance.

•    Ensure colleagues have clear goals and development plans in place to support progression.

•    Be confident in delivering presentations and KPI results to Senior Leaders.

Person specification
Knowledge, Skills and Experience
Essential

•    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+)

•    Experience of leading and improving a Customer Service operational function

•    Excellent leadership, communication and conflict resolution skills

•    Evidence of leading and delivering transformation and business change

•    Evidence of managing senior stakeholders both internal and external

•    Knowledge of identifying service improvements as a result of feedback, service failures and complaints

•    Ability to analyse and present data for all levels of stakeholders

•    Strong skills in colleague management, adhering to people policies and procedures to encourage a high performing team

•    Excellent coaching and development skills at a Team Leader and Manager level

•    Experience of driving performance and making positive step change in results

•    Proficiency in CRM systems and Microsoft Office

•    A professional appearance and manner

Desirable

•    Experience leading a large multi-channel contact centre, preferably within social housing

•    Relevant qualifications in housing, customer service or management (e.g. CIH Level 4, NVQ, ILM)