Senior Operations Manager - Contact Centre

This is an exciting opportunity for an experienced Contact Centre leader to take a leading role in shaping and delivering the next stage of our Contact Centre transformation. You'll have the opportunity to challenge traditional approaches, embrace new technology and find smarter ways to work, creating a more connected, efficient and resolution-focused service for our clients and partners. Bringing strong operational expertise, a passion for developing people and a forward-thinking approach, you'll take ownership of day-to-day operations, drive performance and work closely with colleagues across the business to turn our transformation ambitions into meaningful change.

Who Are We:

Movera is a flourishing platform business that brings together ambitious home moving brands from across the sector. Built on the heritage and passion of experienced legal services businesses including ONP Solicitors and Cavendish Legal Group, brought together to transform the moving market for the better. Our vision is to create moving and remortgaging experiences to be celebrated – not tolerated.

The Role:

The Senior Operations Manager – Contact Centre is accountable for the performance, capability and transformation of ONP Solicitors’ contact centre across Conveyancing and Remortgage services.

The role leads the department’s shift from a call-handling and triage function to a skilled resolution team. Colleagues will be equipped, trained and authorised to resolve client, broker and lender queries at the first point of contact, reducing hand-offs to case teams, cutting repeat contact and protecting fee-earner capacity.

The postholder will lead the implementation of the business’s AI and automation strategies within the contact centre. This will be embedded in a controlled, compliant and client-focused way.

Working closely with key stakeholders across the operation, the role ensures the contact centre and case teams work as one, giving clients, brokers and lenders a seamless service from instruction to completion.

Key Responsibilities

First-Time Resolution & Service Delivery:

• Own the contact centre’s first-time resolution (FTR) strategy, setting clear targets and ensuring the majority of queries are resolved without transfer, call-back or escalation to case teams.

• Define which query types the contact centre owns end to end, agreeing resolution scope, authority levels and escalation boundaries with Conveyancing and Remortgage leadership.

• Identify and remove the root causes of failure demand and repeat contact, working with case teams to fix upstream process, communication and data issues.

• Lead day-to-day delivery against service levels, quality standards and operational priorities across telephone, email, web chat and portal channels.

• Ensure the contact centre operates with clear ownership, pace, consistency and accountability.

Colleague Capability & Upskilling:

• Design and deliver a structured upskilling programme that builds conveyancing and remortgage technical knowledge across the department, in partnership with the Operations Training function.

• Implement a tiered competency and accreditation framework so colleagues progress from general enquiries to complex, case-specific resolution.

• Ensure colleagues have the system access, knowledge content and decision-making authority needed to resolve queries first time.

• Build clear career pathways from the contact centre into case-handling and wider operational roles, supporting retention and internal talent supply.

• Measure the impact of training on FTR, quality and confidence, and adjust the programme accordingly.

Stakeholder Collaboration & Seamless Service:

• Work with key stakeholders across Conveyancing, Remortgage, Post-Completion, Finance and support functions to deliver a seamless end-to-end client service.

• Agree clear service standards, hand-off points and escalation routes between the contact centre and case teams, so clients, brokers and lenders get consistent answers wherever they make contact.

• Share contact insight with operational leaders to fix the issues that drive client contact and improve case progression.

• Act as the voice of the client in operational forums, representing contact centre performance and client experience themes.

• Build effective working relationships with IT/Digital, Compliance, Professional Standards and Training to support implementation and continuous improvement.

Operational Leadership & People Management:

• Lead, coach and develop the contact centre management team, holding managers accountable for performance, quality and colleague engagement.

• Set clear expectations for performance, conduct, client handling and development.

• Embed consistent performance routines, including coaching, one-to-ones, absence management, productivity review and capability development.

• Create a performance-led culture that balances colleague wellbeing and support with clear accountability for delivery.

Systems Delivery & Implementation:

• Lead the operational implementation of new contact centre systems, including telephony/CCaaS, CRM and case management integration, omnichannel and client portal capability.

• Work with IT/Digital and project teams to prepare the contact centre for each implementation, including user testing, go-live readiness and post-implementation review.

• Ensure system changes are adopted effectively through training, process redesign, updated knowledge content and manager engagement.

• Track whether implemented changes deliver the intended benefits for efficiency, FTR, service levels and client experience.

Automation & AI Strategy:

• Lead the implementation of the business’s AI and automation strategies within the contact centre, translating them into practical changes to processes, roles and ways of working.

• Work with stakeholders to identify where technology can best support first-time resolution, colleague capability and client experience.

• Ensure colleagues are prepared for, and engaged in, new ways of working as technology is introduced.

• Ensure automation is designed around the client, with clear routes to a person for complex, sensitive or vulnerable client contact.

Quality Assurance & Coaching Insight:

• Own the quality assurance framework across calls, written communication and digital channels, using technology to broaden coverage and insight over time.

• Use quality data, complaint themes and analytics outputs to target coaching and drive measurable improvement.

• Ensure quality findings are translated into practical feedback, training activity and improvement plans.

• Promote consistent standards across teams, channels and client touchpoints.

Data, MI & Performance Reporting:

• Develop and maintain contact centre MI covering FTR, repeat contact, transfer rates, service levels, demand, quality, colleague performance and cost per contact.

• Provide concise, evidence-based reporting to the Director of Operations and senior leadership, highlighting trends, risks and decisions required.

• Use insight from contact data to inform operational, technology and investment decisions across the wider business.

Workforce Planning & Capacity Management:

• Work closely with the Head of Capacity and Resource to enable and execute forecasting, scheduling and capacity plans for the contact centre.

• Provide operational insight on demand, contact mix, skills coverage and colleague availability to inform planning.

• Ensure schedules, shift patterns and resource plans are delivered effectively day to day, managing intraday performance against plan.

• Highlight the skills and resourcing implications of upskilling and technology change, so plans reflect the evolving operating model.

Change Management & Continuous Improvement:

• Lead the people side of the transformation, ensuring colleagues understand how their roles are changing, why, and how they will be supported.

• Engage colleagues and managers early in system and AI changes, using feedback to shape design and adoption.

• Lead practical improvement initiatives that simplify ways of working, improve productivity and strengthen client outcomes.

• Promote a culture of continuous improvement, curiosity and responsible use of technology.

Risk, Compliance & Governance:

• Ensure contact centre activity complies with SRA Standards and Regulations, UK GDPR, client care and complaints requirements.

• Work with Compliance, Information Security and Professional Standards to ensure any AI or automation is implemented with appropriate oversight and governance.

• Strengthen controls around client identification, fraud risk, payment and completion-related queries, and the identification and support of vulnerable clients.

• Maintain confidentiality and professionalism in all client, colleague and business matters.

Key Measures of Success:

• First-time resolution: FTR rate, repeat contact rate and transfers to case teams.

• Service: Service levels, abandonment rate and response times across channels.

• Quality and client outcomes: QA scores, complaint volumes and themes, and client feedback.

• Automation and systems: Adoption of new systems and technology, and delivery of intended benefits.

• Commercial: Cost per contact and delivery within budget.

• People: Colleague accreditation progress, engagement, absence and attrition.

What We Expect from You:

• Lead a performance-focused contact centre with clarity, pace and professionalism.

• Champion first-time resolution as the standard for every client interaction.

• Use data, insight and technology to improve productivity, quality, colleague capability and client outcomes.

• Lead change in a way that brings colleagues with you, protecting engagement and wellbeing through transformation.

• Build strong partnerships across the operation so clients experience one joined-up service, not separate teams.

• Promote responsible innovation, ensuring AI and automation are practical, controlled and client-focused.

• Undertake other duties appropriate to the role as required by the business.

Skills, Experience & Attributes

Essential

• Significant experience leading a contact centre or high-volume customer operation, including leading managers.

• A proven track record of improving first-time resolution and reducing repeat contact or failure demand.

• Experience designing and delivering colleague upskilling, competency or accreditation programmes.

• Operational leadership of system implementations in a contact centre environment, such as telephony, CRM, workforce management or omnichannel platforms.

• Experience of implementing new technology or automation in an operational environment.

• Strong performance management capability, with confident use of MI, service levels, productivity and quality data.

• Experience of leading large-scale change, with strong colleague engagement and communication skills.

• Strong stakeholder management, with the ability to influence across Operations, IT/Digital, Compliance and Senior leadership.

• Sound judgement on client fairness, confidentiality, risk, compliance and responsible technology use.

Desirable

• Experience in conveyancing, legal services, mortgage or financial services operations.

• Working knowledge of SRA requirements, complaints handling and vulnerable client support.

• A recognised qualification in contact centre management, change management or continuous improvement (e.g. Lean Six Sigma).

What We Offer

We aim to reward your hard work generously. You’ll be greeted in our offices with great coffee, fruit and biscuits to keep you going, alongside all the benefits listed below, plus much more.

• 27 days holiday + your birthday off!

• Health Cash Plan

• Buy/Sell 5 days annual leave per annum

• Build up more annual leave after 1 years service

• Hybrid working

• Free conveyancing legal fees

• Moving home days off

• Volunteering days

• Retailer discounts and frequent socials

• Refer a friend bonuses

Look forward to Monday mornings at Movera, we have the culture, technology and purpose to change the way you feel about your job and strive to create a positive and supportive work environment.

At Movera, we celebrate diverse backgrounds, experiences, and perspectives, and are committed to creating an inclusive environment where everyone feels valued, respected, and empowered to succeed.

We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. As a Disability Confident Committed Employer, we go further for disabled candidates: under our guaranteed interview scheme, anyone who identifies as disabled and meets the essential criteria for the role is offered an interview. This positive action gives disabled candidates the chance to demonstrate their skills, talent and abilities to us directly, rather than being screened out at the sift stage.

If you require any reasonable adjustments or additional support during the recruitment process, please let us know and we will be happy to discuss how we can support you.

DBS and Financial Checks: We are committed to creating a safe, secure, and trustworthy workplace for everyone. As part of this commitment, all employment offers are subject to successful completion of DBS (Disclosure and Barring Service) checks and financial background checks. These checks help us maintain the highest standards of integrity and compliance while ensuring the well-being of our employees and clients. Rest assured, all checks will be carried out with care and in full accordance with relevant data protection laws.