Contact Centre Senior Manager Salary: £53,451 - £57,186 Contract: Permanent, full time Location: West Yorkshire Police Looking for a leadership role where you can make a real impact in a high performing, fast paced operational environment? This is a key position within West Yorkshire Police s Contact Directorate, providing strategic leadership across a complex operational portfolio serving the public, officers, staff and partner agencies. You will lead and motivate teams to deliver a high quality, timely and professional service while ensuring the smooth delivery of emergency and non emergency communications. As a senior manager, you will play a critical role in shaping service performance, supporting staff wellbeing, driving continuous improvement and ensuring compliance across multiple operational functions. You will also act as a vital liaison point co ordinating communication and service delivery between internal departments, the public and external agencies. This is an excellent opportunity for an experienced leader with strong operational insight, excellent people skills and a passion for delivering public focused service excellence in a demanding and rewarding environment. Role and Responsibilities As a Senior Manager, you will hold a pivotal responsibility in ensuring the effective leadership, strategic direction and operational performance of the Contact Directorate. Key Duties: • Lead by example, upholding the Police Code of Ethics and ensuring staff consistently reflect Force values • Manage staff performance, attendance and wellbeing in line with policies and procedures. • Maintain strategic oversight of Contact Centre teams, ensuring effective recruitment, training and resource deployment • Drive continuous improvement through operational planning, efficient resource coordination and preventative policing approaches • Ensure compliance with HMICFRS, national standards and Force strategies through effective partnership working • Monitor and evaluate performance to improve service delivery, user satisfaction and service recovery • Provide clear, ethical operational advice to internal and external stakeholders. • Support budget management, including funding negotiations, contract oversight and efficient resource use • Develop staff capability through targeted support, skills development and behavioural guidance • Oversee the maintenance and continuity of technological systems, ensuring effective procedures and resource allocation Expectations To succeed in this role, you will be expected to: • Communicate effectively with staff, partner agencies and senior stakeholders • Demonstrate strong leadership, analytical and decision making skills • Apply operational knowledge to support service delivery improvements • Work confidently with policies, risk management processes and operational planning • Manage high pressure workloads and make timely, informed decisions • Maintain a flexible and adaptive approach within a demanding environment • Operate collaboratively across districts and specialist departments Essential Criteria • Proven senior managerial experience in a large commercial or public sector call centre environment • Strong written, verbal and interpersonal communication skills • Strong analytical, leadership and innovation capabilities • Experience of change management • Knowledge of financial and budgetary principles • Experience working within a Contact Centre environment • Ability to share managerial responsibility for approximately 650 staff • Ability to analyse information and produce detailed reports • Knowledge of GDPR, the Computer Misuse Act, MOPI and Force policies • Basic understanding of budgeting, financial systems and contract management • IOSH Managing Safely (or equivalent) • Willingness and ability to travel across West Yorkshire and attend local, regional and national meetings Benefits West Yorkshire Police staff can access a wide range of benefits designed to support work life balance, wellbeing, development and financial security. These include: • Generous annual leave allowance - 27 days annual leave, rising to 32 days after five years of service plus bank holidays (bank holidays to be worked on a rota basis, incurring additional compensation) • Office based SLT across the force as required • Membership of the West Yorkshire Pension Fund, a secure Defined Benefit CARE (Career Average Revalued Earnings) pension scheme • Access to savings, discounts and cashback rewards through staff schemes, including eligibility to purchase a Blue Light Card and membership to the Company Shop (membership fees to be paid by employee) • Access to Employee Assistance Service accessible 24/7, providing counselling and financial advice for you and your immediate relatives • Membership options for the Police Treatment Centre and The Police Children s Charity (eligibility-dependent) • Opportunities for career development and training • Supportive HR policies, including maternity, paternity and other family-friendly provisions • A meaningful career with a clear sense of purpose supporting policing services that protect communities • Option to sign up to our Cycle to work scheme (eligibility-dependent) This post will close at 23:55 hours on 9th May 2026 How to Apply Join us in leading a vital operational function that supports communities across West Yorkshire The vacancy will close on 09/05/2026 at 23:55 hours. The successful candidate will be subject to personal and financial vetting checks prior to appointment.
Apr 17, 2026
Full time
Contact Centre Senior Manager Salary: £53,451 - £57,186 Contract: Permanent, full time Location: West Yorkshire Police Looking for a leadership role where you can make a real impact in a high performing, fast paced operational environment? This is a key position within West Yorkshire Police s Contact Directorate, providing strategic leadership across a complex operational portfolio serving the public, officers, staff and partner agencies. You will lead and motivate teams to deliver a high quality, timely and professional service while ensuring the smooth delivery of emergency and non emergency communications. As a senior manager, you will play a critical role in shaping service performance, supporting staff wellbeing, driving continuous improvement and ensuring compliance across multiple operational functions. You will also act as a vital liaison point co ordinating communication and service delivery between internal departments, the public and external agencies. This is an excellent opportunity for an experienced leader with strong operational insight, excellent people skills and a passion for delivering public focused service excellence in a demanding and rewarding environment. Role and Responsibilities As a Senior Manager, you will hold a pivotal responsibility in ensuring the effective leadership, strategic direction and operational performance of the Contact Directorate. Key Duties: • Lead by example, upholding the Police Code of Ethics and ensuring staff consistently reflect Force values • Manage staff performance, attendance and wellbeing in line with policies and procedures. • Maintain strategic oversight of Contact Centre teams, ensuring effective recruitment, training and resource deployment • Drive continuous improvement through operational planning, efficient resource coordination and preventative policing approaches • Ensure compliance with HMICFRS, national standards and Force strategies through effective partnership working • Monitor and evaluate performance to improve service delivery, user satisfaction and service recovery • Provide clear, ethical operational advice to internal and external stakeholders. • Support budget management, including funding negotiations, contract oversight and efficient resource use • Develop staff capability through targeted support, skills development and behavioural guidance • Oversee the maintenance and continuity of technological systems, ensuring effective procedures and resource allocation Expectations To succeed in this role, you will be expected to: • Communicate effectively with staff, partner agencies and senior stakeholders • Demonstrate strong leadership, analytical and decision making skills • Apply operational knowledge to support service delivery improvements • Work confidently with policies, risk management processes and operational planning • Manage high pressure workloads and make timely, informed decisions • Maintain a flexible and adaptive approach within a demanding environment • Operate collaboratively across districts and specialist departments Essential Criteria • Proven senior managerial experience in a large commercial or public sector call centre environment • Strong written, verbal and interpersonal communication skills • Strong analytical, leadership and innovation capabilities • Experience of change management • Knowledge of financial and budgetary principles • Experience working within a Contact Centre environment • Ability to share managerial responsibility for approximately 650 staff • Ability to analyse information and produce detailed reports • Knowledge of GDPR, the Computer Misuse Act, MOPI and Force policies • Basic understanding of budgeting, financial systems and contract management • IOSH Managing Safely (or equivalent) • Willingness and ability to travel across West Yorkshire and attend local, regional and national meetings Benefits West Yorkshire Police staff can access a wide range of benefits designed to support work life balance, wellbeing, development and financial security. These include: • Generous annual leave allowance - 27 days annual leave, rising to 32 days after five years of service plus bank holidays (bank holidays to be worked on a rota basis, incurring additional compensation) • Office based SLT across the force as required • Membership of the West Yorkshire Pension Fund, a secure Defined Benefit CARE (Career Average Revalued Earnings) pension scheme • Access to savings, discounts and cashback rewards through staff schemes, including eligibility to purchase a Blue Light Card and membership to the Company Shop (membership fees to be paid by employee) • Access to Employee Assistance Service accessible 24/7, providing counselling and financial advice for you and your immediate relatives • Membership options for the Police Treatment Centre and The Police Children s Charity (eligibility-dependent) • Opportunities for career development and training • Supportive HR policies, including maternity, paternity and other family-friendly provisions • A meaningful career with a clear sense of purpose supporting policing services that protect communities • Option to sign up to our Cycle to work scheme (eligibility-dependent) This post will close at 23:55 hours on 9th May 2026 How to Apply Join us in leading a vital operational function that supports communities across West Yorkshire The vacancy will close on 09/05/2026 at 23:55 hours. The successful candidate will be subject to personal and financial vetting checks prior to appointment.
Head of Operations Bolton Office with hybrid working Contract type: Permanent, 35 hours per week Salary range: £79,482 - £89,238 per annum Ref: RCN02726 There is more to the RCN than you might think. We're a trade union with a membership of over half a million nurses, midwives, nursing support workers and students. We support their practice, represent them, lobby on their behalf, and develop them. We exist to make a positive difference - to the working lives of our members and ultimately to standards in patient care. Our employees are drawn from many walks of life - we are nurses, marketers and communicators, administrators, IT professionals, policy and finance experts, lawyers together we are so much more. We couldn't do what we do without our people. We're accredited with Investors in People Silver Standard. Our people are our greatest asset, and we want people who can contribute to our purpose in line with our values. As our Head of Operations for our North West Regional team, you'll use your enthusiasm, positive thinking, and your management skills to support our local team. You will promote integrated working between the professional and trade union elements of RCN work and liaising and working with other RCN staff and departments as appropriate. As the Head of Operations, you will be a key member of the regional management team and key to managing the overall service delivery of the region and ensuring the effective provision of advice, support and representation to RCN members. An inclusive leader, you'll role model RCN values and ensure the region works to challenge the discrimination our members experience in the workplace. You'll be responsible for the line management of Senior RCN Officers and overseeing the work and development for RCN reps and activists in the region. The regional management team lead on member and activist recruitment and retention. Every day will be filled with possibilities as you find new ways to manage and support the development of your team. Taking care of our members will be your primary role, but you'll also see the possibilities that new members can bring. A key part of what you do will be to suggest innovative approaches to grow our membership. An experienced manager, you will need knowledge of contemporary nursing, health & social care issues as well as knowledge of best practice in relation to employment practices, equality and diversity, human rights and equal opportunities. The ability to foster strong professional relationships and encourage close collaboration between departments is at the heart of this leadership role. A commitment to trade union values and worker rights is essential, as is a strong personal commitment to promoting and embedding equity, diversity and inclusion. To succeed at the Royal College of Nursing all you need to do is think bigger, better and brighter. And with an attitude like that, anything's possible. What we offer you We expect you to look after our members. And we expect you to be rewarded for it. We offer an impressive range of benefits, a broad range of learning development opportunities and an award-winning health and wellbeing programme. We offer annual leave up to 32 days plus bank holidays and three additional days for the Christmas break plus generous maternity, adoption, paternity, and shared parental leave packages. We offer a competitive pay structure with annual pay progression until you reach the top of the salary scale. We normally offer new employees the first point of the salary range, although you may be able to negotiate a higher starting salary depending on your skills, experience and current salary. We are a diverse organisation and understand everyone has different needs and many of our employees enjoy flexible working enabling them to deliver results whilst having a good work life balance. Our hybrid working model allows for up to 60% of your working time to be carried out from home. At least 40% of your working time will be spent working in person. Our selection process Please click the 'apply now' button to submit a CV and answer the supporting questions online demonstrating how you meet the criteria for this role. You may not be shortlisted if you don't. Please ensure your CV is in a simple format with minimal tables and sections. Any identifying information in your application will automatically be anonymised for shortlisting purposes. We want your experience applying for a job with us to be the best it can be. We may hold our interviews and assessments in person or by video call. If you foresee any problems, please let us know. Equal opportunities for everyone Equity, diversity and inclusion are a priority for us and we aim to foster an inclusive environment so our people can bring their authentic selves to work. This is integral to our mission to enable you to support our members and ensure their voice is heard by all UK governments to get the best outcomes for them and their patients. As a proud member of the Disability Confident employer scheme we actively encourage applications from people with disabilities. Contact details For more information or for an informal discussion about the role please contact Sarah Hardman, PA to Simon Browes, Regional Director on or e-mail . For more information about the recruitment and selection process please contact Closing date: 11.59pm, 5 October 2025. If we receive many applications after a week of advertising, we may close this vacancy earlier. Selection dates: Assessment Centre for shortlisted candidates (to be held in Bolton): 24 October 2025. Interviews for candidates successful at Assessment (to be held in Bolton): 7 November 2025.
Oct 04, 2025
Full time
Head of Operations Bolton Office with hybrid working Contract type: Permanent, 35 hours per week Salary range: £79,482 - £89,238 per annum Ref: RCN02726 There is more to the RCN than you might think. We're a trade union with a membership of over half a million nurses, midwives, nursing support workers and students. We support their practice, represent them, lobby on their behalf, and develop them. We exist to make a positive difference - to the working lives of our members and ultimately to standards in patient care. Our employees are drawn from many walks of life - we are nurses, marketers and communicators, administrators, IT professionals, policy and finance experts, lawyers together we are so much more. We couldn't do what we do without our people. We're accredited with Investors in People Silver Standard. Our people are our greatest asset, and we want people who can contribute to our purpose in line with our values. As our Head of Operations for our North West Regional team, you'll use your enthusiasm, positive thinking, and your management skills to support our local team. You will promote integrated working between the professional and trade union elements of RCN work and liaising and working with other RCN staff and departments as appropriate. As the Head of Operations, you will be a key member of the regional management team and key to managing the overall service delivery of the region and ensuring the effective provision of advice, support and representation to RCN members. An inclusive leader, you'll role model RCN values and ensure the region works to challenge the discrimination our members experience in the workplace. You'll be responsible for the line management of Senior RCN Officers and overseeing the work and development for RCN reps and activists in the region. The regional management team lead on member and activist recruitment and retention. Every day will be filled with possibilities as you find new ways to manage and support the development of your team. Taking care of our members will be your primary role, but you'll also see the possibilities that new members can bring. A key part of what you do will be to suggest innovative approaches to grow our membership. An experienced manager, you will need knowledge of contemporary nursing, health & social care issues as well as knowledge of best practice in relation to employment practices, equality and diversity, human rights and equal opportunities. The ability to foster strong professional relationships and encourage close collaboration between departments is at the heart of this leadership role. A commitment to trade union values and worker rights is essential, as is a strong personal commitment to promoting and embedding equity, diversity and inclusion. To succeed at the Royal College of Nursing all you need to do is think bigger, better and brighter. And with an attitude like that, anything's possible. What we offer you We expect you to look after our members. And we expect you to be rewarded for it. We offer an impressive range of benefits, a broad range of learning development opportunities and an award-winning health and wellbeing programme. We offer annual leave up to 32 days plus bank holidays and three additional days for the Christmas break plus generous maternity, adoption, paternity, and shared parental leave packages. We offer a competitive pay structure with annual pay progression until you reach the top of the salary scale. We normally offer new employees the first point of the salary range, although you may be able to negotiate a higher starting salary depending on your skills, experience and current salary. We are a diverse organisation and understand everyone has different needs and many of our employees enjoy flexible working enabling them to deliver results whilst having a good work life balance. Our hybrid working model allows for up to 60% of your working time to be carried out from home. At least 40% of your working time will be spent working in person. Our selection process Please click the 'apply now' button to submit a CV and answer the supporting questions online demonstrating how you meet the criteria for this role. You may not be shortlisted if you don't. Please ensure your CV is in a simple format with minimal tables and sections. Any identifying information in your application will automatically be anonymised for shortlisting purposes. We want your experience applying for a job with us to be the best it can be. We may hold our interviews and assessments in person or by video call. If you foresee any problems, please let us know. Equal opportunities for everyone Equity, diversity and inclusion are a priority for us and we aim to foster an inclusive environment so our people can bring their authentic selves to work. This is integral to our mission to enable you to support our members and ensure their voice is heard by all UK governments to get the best outcomes for them and their patients. As a proud member of the Disability Confident employer scheme we actively encourage applications from people with disabilities. Contact details For more information or for an informal discussion about the role please contact Sarah Hardman, PA to Simon Browes, Regional Director on or e-mail . For more information about the recruitment and selection process please contact Closing date: 11.59pm, 5 October 2025. If we receive many applications after a week of advertising, we may close this vacancy earlier. Selection dates: Assessment Centre for shortlisted candidates (to be held in Bolton): 24 October 2025. Interviews for candidates successful at Assessment (to be held in Bolton): 7 November 2025.
We're looking for a proactive and customer-focused Property Services Officer with solid experience in property maintenance and management to join our supportive housing team. You'll work closely with partners to deliver efficient property and asset management services, resolving issues, managing priorities, and ensuring high-quality, timely, and cost-effective outcomes. Success in this role requires strong people skills, a flexible mindset, and a commitment to delivering exceptional service to our residents. This is an 18-month fixed-term contract. About the Department The Church of England Pensions Board provide retirement housing and pensions, set by the Church of England, for those who have served or worked for the Church. Our Property Team manage repairs and major works to occupied rental and shared ownership properties located throughout England and Wales (around 1,300 homes in total), along with repairs, grounds maintenance and similar services to a small number of communal areas owned by the Board. What you'll be doing As part of the team, you will manage a specific region and oversee ad hoc daily repairs and major works and any specific projects assigned to you by the Property Services Manager. Budget & Portfolio Management: Oversee a £1M property services budget for repairs and major works across a regional portfolio of 240 properties. Contractor & Partner Coordination : Work with maintenance partners and third-party providers to ensure high-quality, cost-effective service delivery. Major Works Oversight : Collaborate with internal teams to assess property needs, manage resident communications, and issue work orders. Procurement & Quotations : Source quotes for various property works including landscaping, renewals, and structural repairs. Regulatory Compliance : Handle insurance claims, planning applications, building control, and statutory notices with internal and external professionals. Resident Engagement : Conduct satisfaction surveys and manage complaints to ensure service quality and fairness. Health & Safety & Safeguarding : Ensure resident safety during works, working closely with housing teams. Contractor Meetings : Organise and document meetings with contractors and consultants, ensuring follow-up on action plans. Transition Management : Support the shift from reactive to planned maintenance while maintaining service continuity. Data & Systems Management : Maintain accurate records, update housing systems, and ensure compliance documentation is complete. Financial Processing : Manage payments, invoices, and accounting processes in collaboration with Finance. About You To be successful in this role, you will need: Substantial experience of working within a Housing and/or Property Services environment Experience in Asset Management Knowledge of building construction and preventative maintenance Experience in delivering a customer-focused service Experience of providing support to residents/tenants Genuine skills in engagement and communication, including negotiation and persuasion. IT Literate with previous experience of using Microsoft Office and SAP Real Estate, Plant Maintenance and Finance platforms Good communication, negotiation and liaison skills Attention to detail, ability to follow defined processes and procedures, and good record keeping. For a full person specification, please see the attached job description. What we offer Your Salary A salary of £40,572 per annum, plus age-related pension contributions between 8-15% of salary. We will also match any pension contributions you make up to an additional 3% of your salary. Your Benefits 25 days annual leave (increasing to 30 days within 5 years) plus eight bank holidays and three additional days (pro-rated if working part-time). We welcome all flexible working arrangement requests. This is looked at in a case-by-case scenario, and if this fits within the department's needs. We try to be as flexible as we can in your work pattern to support you with other commitments, and to give a good work-life balance. We offer many services and initiatives under our Family Friendly Programme, some of these include enhanced Maternity Leave initiative, Adoption Leave, Paternity Leave, & Shared Parental Leave. Structured induction programme and access to a range of development opportunities including apprenticeships. Automatic enrolment and access to Medicash (one of the UK's leading health cash plan providers), providing you with many services including reimbursements of routine dental treatment, optical, specialist consultations, and therapy treatments. Unlimited access to virtual GP & Private prescription service and health & Stress related helplines. Access to Occupational Health, and an Employee Assistance Programme Access to the Department of Education Restaurant and Westminster Abbey with a plus-one guest. Apply for eligibility for an Eyecare voucher. Opportunity to join the Civil Service Sports & Social Club, and get involved in a range of staff networks, groups and societies. Please note: You must have the right to work in the UK to be considered for the role.
Oct 03, 2025
Full time
We're looking for a proactive and customer-focused Property Services Officer with solid experience in property maintenance and management to join our supportive housing team. You'll work closely with partners to deliver efficient property and asset management services, resolving issues, managing priorities, and ensuring high-quality, timely, and cost-effective outcomes. Success in this role requires strong people skills, a flexible mindset, and a commitment to delivering exceptional service to our residents. This is an 18-month fixed-term contract. About the Department The Church of England Pensions Board provide retirement housing and pensions, set by the Church of England, for those who have served or worked for the Church. Our Property Team manage repairs and major works to occupied rental and shared ownership properties located throughout England and Wales (around 1,300 homes in total), along with repairs, grounds maintenance and similar services to a small number of communal areas owned by the Board. What you'll be doing As part of the team, you will manage a specific region and oversee ad hoc daily repairs and major works and any specific projects assigned to you by the Property Services Manager. Budget & Portfolio Management: Oversee a £1M property services budget for repairs and major works across a regional portfolio of 240 properties. Contractor & Partner Coordination : Work with maintenance partners and third-party providers to ensure high-quality, cost-effective service delivery. Major Works Oversight : Collaborate with internal teams to assess property needs, manage resident communications, and issue work orders. Procurement & Quotations : Source quotes for various property works including landscaping, renewals, and structural repairs. Regulatory Compliance : Handle insurance claims, planning applications, building control, and statutory notices with internal and external professionals. Resident Engagement : Conduct satisfaction surveys and manage complaints to ensure service quality and fairness. Health & Safety & Safeguarding : Ensure resident safety during works, working closely with housing teams. Contractor Meetings : Organise and document meetings with contractors and consultants, ensuring follow-up on action plans. Transition Management : Support the shift from reactive to planned maintenance while maintaining service continuity. Data & Systems Management : Maintain accurate records, update housing systems, and ensure compliance documentation is complete. Financial Processing : Manage payments, invoices, and accounting processes in collaboration with Finance. About You To be successful in this role, you will need: Substantial experience of working within a Housing and/or Property Services environment Experience in Asset Management Knowledge of building construction and preventative maintenance Experience in delivering a customer-focused service Experience of providing support to residents/tenants Genuine skills in engagement and communication, including negotiation and persuasion. IT Literate with previous experience of using Microsoft Office and SAP Real Estate, Plant Maintenance and Finance platforms Good communication, negotiation and liaison skills Attention to detail, ability to follow defined processes and procedures, and good record keeping. For a full person specification, please see the attached job description. What we offer Your Salary A salary of £40,572 per annum, plus age-related pension contributions between 8-15% of salary. We will also match any pension contributions you make up to an additional 3% of your salary. Your Benefits 25 days annual leave (increasing to 30 days within 5 years) plus eight bank holidays and three additional days (pro-rated if working part-time). We welcome all flexible working arrangement requests. This is looked at in a case-by-case scenario, and if this fits within the department's needs. We try to be as flexible as we can in your work pattern to support you with other commitments, and to give a good work-life balance. We offer many services and initiatives under our Family Friendly Programme, some of these include enhanced Maternity Leave initiative, Adoption Leave, Paternity Leave, & Shared Parental Leave. Structured induction programme and access to a range of development opportunities including apprenticeships. Automatic enrolment and access to Medicash (one of the UK's leading health cash plan providers), providing you with many services including reimbursements of routine dental treatment, optical, specialist consultations, and therapy treatments. Unlimited access to virtual GP & Private prescription service and health & Stress related helplines. Access to Occupational Health, and an Employee Assistance Programme Access to the Department of Education Restaurant and Westminster Abbey with a plus-one guest. Apply for eligibility for an Eyecare voucher. Opportunity to join the Civil Service Sports & Social Club, and get involved in a range of staff networks, groups and societies. Please note: You must have the right to work in the UK to be considered for the role.
