Operations Manager - Contact Centre Contract Type Permanent Working Pattern Full time Working Hours 35 Hours Salary £38,697.95 Location Options Hybrid - home based and Birmingham Function Type Contact Centre Are you a positive manager that can motivate and develop a high performing team to deliver quality results against targets and KPIs? We are recruiting an Operations Manager to join our Contact Centre. Our Contact Centre team handle more than 200,000 contacts a year and are front and centre of our organisation. The team mainly receive inbound enquiries from the public and solicitors on a whole variety of matters such as validating the details of a solicitor, routes to qualification, support with completion of regulatory applications and individuals wanting to report a solicitor. As an Operations Manager you will develop and deliver the business plan for the Contact Centre strategy by managing Contact Centre Team Leaders, and indirectly up to 50 Contact Centre staff (a combination of hybrid and homeworkers). You will ensure that resources are in place and align with SRA strategic objectives, ensuring adherence to agreed time and quality parameters. You will build robust relationships with internal and external stakeholders, along with the Performance & Development team to ensure appropriate skills and knowledge are in place to meet customer demands. You will also manage and input into a range of projects and initiatives, which will include delivering operational changes because of regulatory policy changes and the implementation of new IT. What we can offer you The opportunity to showcase your proficient leadership experience Contribute your expertise to a fast, real time, high transaction customer services environment Opportunities to influence and constructively question internal and external stakeholders at all levels of seniority Take pride in the brand - manage a frontline team who play a key part in protecting the public interest Make use of your passion for customer service excellence in a contact centre environment Work collaboratively with other areas of our organisation to deliver common goals Additional 3% of annual basic salary for you to choose the benefits that best suit your lifestyle and personal situation Pension - We will contribute 1½ - 2 times your contribution, up to 12.25%. So, if you contribute 7%, you will enjoy the maximum combined contribution of 19.25% 25 days annual leave, plus bank holidays and buy/sell/save holiday trading scheme Access to employee discount vouchers for savings on High Street brands, travel and supermarkets Life Assurance cover of 4 times basic salary What we are looking for: A passionate customer and colleague focused manager Track record of achieving results and enhancing performance, both solely and in management of teams Resilience and ability to work in a constantly changing environment Evidence of managing a team through change, promoting flexibility and resilience, and demonstrating role model behaviour Experience of running successful recruitment campaigns Excellent IT skills, including Microsoft applications, large databases, web and email management systems Capability in dealing with various levels of business stakeholders Useful information: This is a hybrid role and will be based in our Birmingham office 1 to 2 days a week, and from home the rest of the week There is a role profile attached at the bottom of this advert which details the full skills and experience required Interviews will take place via MS Teams on 30 April and 1 May 2025 If you have any questions that are not in this advert or on our website, please contact us via: recruitmentsra.org.uk Take a look at our staff videos to see what our offices look like and what it is that makes people proud to work at SRA. To apply Select the apply button at the bottom of the advert. Please upload two documents: a CV and cover letter. This gives you the best opportunity to convey your knowledge, skills, experience and how they specifically relate to the, what we are looking for section above. To find out more about the recruitment and selection process and how to make the most of your application, please visit our jobs pages. The vacancy will be closed on 21 April 2025 at 23:55 The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards. We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life. Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation. Attached Role Profile Operations Manager - Role Profile - March 2025.docx - 28KB Opens in a new window Converted File Operations Manager - Role Profile - March 2025.docx.pdf - 50KB Opens in a new window Vacancy closing date: 21/04/2025, 23:55 The Solicitors Regulation Authority is an Equal Opportunities Employer. Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff. Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.