Customer Services Operations Lead

2\-3 months contract with a local authority

Summary

• The Customer Services Operations Lead is a pivotal role within a local authority, tasked with ensuring that customers—including residents, businesses, visitors, and the wider community—can easily access accurate information and high\-quality support from the council. This position oversees daily omni\-channel customer operations, including face\-to\-face centres, telephony, and digital channels, while driving continuous improvements in service delivery, performance, workforce capability, and customer satisfaction.
  

Responsibilities

• Lead, manage, and enhance customer service operations across multiple sites and hybrid working models.
  


• Ensure service quality, operational efficiency, and alignment with best practice standards.
  


• Foster a high\-performing, inclusive, and empowered team culture.
  


• Measure, analyse, and report on performance weekly, monthly, and quarterly.
  


• Conduct benchmarking to support target setting.
  


• Champion strong data governance, accurate data collection and analysis, and evidence\-based planning.
  


• Drive intelligent use of data to inform strategic and tactical service improvements.
  

Essential Experience Required

• Proven experience leading large, complex, multi\-channel customer service operations within the public sector.
  


• Track record of delivering operational improvements, modernization, process efficiency, and measurable gains in quality, performance, and cost.
  


• Expertise in contact center resource planning and management.
  

Essential Qualifications Required

• Passion for delivering excellent customer experience with a strong focus on inclusion.
  


• Digitally savvy, with confidence in using and exploring new technologies.
  


• Strong analytical skills with good knowledge of customer satisfaction and performance tools.
  


• Excellent people leadership, communication, and stakeholder engagement skills.
  

Additional Information

• Working hours: 36 hours per week.
  


• This is a full\-time role requiring a minimum of 4 days a week on\-site at the Customer Centre at Wood Green Library. Exceptional candidates available for only 4 days a week in total will be considered.
  


• The role requires a DBS.
  


• Please note, we work on bi\-weekly payments.
  


• The role closes on 3rd Feb 2026, apply ASAP.
  

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