Customer Contact Operations Manager
£58,000 - £64,000 plus great benefits (Work Level 5)

Manchester city centre - In this role you will work in a hybrid way (find out more about our hybrid working policy at colleagues.coop.co.uk/hybrid-working-policy)

We’re looking for a Customer Contact Operations Managers to join our Customer Contact and Complaints team at Co-op. Here, we’re passionate about providing an outstanding service to our member-owners, customers and colleagues. If you're the kind of person who enjoys the thrill of a 24/7 operation, spanning everything from Funeralcare to Retail to Membership, then this might be the role for you. Our contact operation is busy – spanning a range of channels, including social media and even robotics – so you’ll never be bored.

As a Customer Contact Operations Manager, we’ll look to you to shape and implement innovative operational strategies, helping us to make sure that we can achieve our ambitious business goals surrounding performance, financial, risk and contingency planning. 

What you’ll do

• Provide valuable operational and strategic direction across all colleague contact teams, to make sure that all teams understand Coop’s ambitions
• Manage planning and preparation activity to make sure that operations teams are fully optimised and ready to support new campaigns and initiatives
• Help to create a colleague centric culture, where empowerment is central to ways of working
• Lead innovative transformation and continuous improvement activity based on customer and colleague insight
• Drive value for Co-op through all contact opportunities, by understanding and supporting Co-op’s growth initiatives

This role would suit people who have

• Experience of people leadership within a senior contact centre role, and an understanding of people policies  
• Experience of building collaborative relationships with a range of key teams and partners 
• Great communications skills, with the ability to translate Co-op strategy into operational practices
• Good commercial acumen with an understanding of cost control and budget management  

Why Co-op? 

If you have the skills that we need, we can offer you a competitive salary and great benefits package which includes 30% off Co-op branded products in our food stores (as well as other discounts on Co-op products and services).

• Private healthcare
• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• Coaching and training to support your career development
• Wagestream – a money management app that gives you access to a percentage of your pay as you earn it
• Grocery Aid – 24/7 access to a range of emotional, financial, and practical support services for you and your family

Building a diverse environment

We’re actively building diverse teams and we welcome applications from everyone. If you have a disability, we can make reasonable adjustments to our recruitment process according to your needs. We're also part of the Disability Confident scheme, meaning we'll always offer an interview to disabled candidates who apply through the scheme if they meet the minimum criteria for a job.

We'll ask whether you’d like to be considered under the Disability Confident scheme when you apply.

If we invite you to take part in the recruitment process for any of our jobs, we’ll ask you if you need any reasonable adjustments to enable you to participate.

You can find out more about our recruitment process at jobs.coop.co.uk/apply-process

You can find out more about the Disability Confident scheme and all our commitments to diversity and inclusion at colleagues.coop.co.uk/diversity-inclusion-and-wellbeing

Please note that we may close applications for this role early.

As part of your application, you'll need to complete an online assessment. This assessment typically takes between 45-60 minutes. If you're a current Co-op colleague, this does not need to be completed.

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