Customer Services Operations Lead

London - UK

Monthly Salary: Not Disclosed

Posted on: 8 hours ago

Vacancies: 1 Vacancy

Job Summary

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 customersincluding residents businesses visitors and the wider communitycan 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.

Required Skills:

This is a critical leadership and management role in Haringeys Customer Services operation. The role exists to enable customers (residents businesses visitors and the community) to get the right information and advice first time and find it easy to interact with the council. The initial focus will be providing hands-on management support for the Customer Centre based at Wood Green Library which sees 700 residents a week on a range of requests related to Benefits Housing repairs and tenancy issues Homelessness Council Tax and Parking Permits.

Required Education:

2-3 months contract with a local authoritySummaryThe Customer Services Operations Lead is a pivotal role within a local authority tasked with ensuring that customersincluding residents businesses visitors and the wider communitycan easily access accurate information and high-quality support from the...