Business Operations Manager

Lincolnshire pa.; Lincoln; On-site; GBP 49,000 - 54,000; Full time

Job summary

Lincolnshire County Council is seeking a capable Business Operations Manager to provide operational leadership across the Customer Service Centre in Lincoln. You will lead and develop Team Leaders, ensuring high performance, quality and value for money while working with internal and external stakeholders to drive improvement.

The role focuses on operational performance, resource management, demand forecasting, business continuity and delivering an exceptional customer experience, balancing

Qualifications

• Relevant professional qualification or substantial experience in operations or contact centre.
• Experience leading operational services including workforce planning and resource management.
• Proven track record of delivering high-performing services via performance management and KPIs.
• Strong leadership; ability to develop and motivate teams.
• Experience driving continuous improvement and service transformation.
• Excellent stakeholder management and ability to influence at all levels.
• Outstanding communication; ability to present complex information clearly.
• Analytical and data-driven decision making for operational planning.
• Experience delivering projects from planning to delivery.
• Ability to operate within a political environment; knowledge of business continuity.

Responsibilities

• Provide operational leadership across the Customer Service Centre.
• Lead and develop Team Leaders to high performance.
• Collaborate with internal and external stakeholders.
• Identify opportunities for continuous improvement and drive innovation.
• Oversee project delivery and transformation initiatives.
• Ensure services are agile, efficient and responsive to changing needs.

Skills

Operational leadership

Workforce planning

Resource management

Data-driven insights

Performance management

Stakeholder management

Communication skills

Analytical thinking

Project management

Risk management

Education

Relevant professional qualification

Job description

Job Title: Business Operations Manager

Working Pattern: Full-time, permanent

Salary: £48,738 - £54,143 per annum plus benefits

Location: Office based - Lancaster House, Lincoln

Closing Date: Monday 26th October 2026

Interviews: 3 - 5th and 10th - 12th November 2026

About the Role

As the Customer Service Centre Business Operations Manager, you will provide operational leadership across the Customer Service Centre, ensuring the effective delivery of high-quality services that meet customer needs and organisational objectives.

You will lead and develop Team Leaders, ensuring high performance, quality, and efficiencies are met. Working closely with internal and external stakeholders, you will identify opportunities for continuous improvement, drive innovation, oversee project delivery, and support organisational transformation initiatives.

The role requires a strong focus on operational performance, resource management, demand forecasting, business continuity, and customer experience, ensuring services remain agile, efficient, and responsive to changing business requirements.

What We're Looking For

We're seeking a confident and experienced operational leader who can inspire high performance, drive continuous improvement, and build effective partnerships across a complex organisation.

You will bring:

• Relevant professional qualification or substantial experience within business operations, customer service, or a contact centre environment.
• Significant experience leading operational services, including workforce planning, resource management and using data lead insights.
• A proven track record of delivering high-performing services through effective performance management and achievement of key targets and KPIs.
• Strong leadership skills, with experience developing, motivating and managing teams to achieve positive outcomes.
• Experience driving continuous improvement, service transformation and the implementation of innovative ways of working.
• Excellent stakeholder management skills, with the ability to influence, negotiate and build effective relationships at all levels.
• Outstanding communication skills, with the ability to present complex information clearly and confidently to a variety of audiences.
• Strong analytical and decision-making abilities, using data and insight to resolve complex operational challenges and inform future planning.
• Experience leading projects, programmes or service improvements from planning through to successful delivery.
• An understanding of operating within a political environment, alongside knowledge of business continuity, service resilience and organisational risk management.
• Above all, we're looking for someone who can balance strategic thinking with operational delivery, leading teams through change while ensuring customers continue to receive an exceptional service.

Location and Travel

The role is based in Lincoln and may require occasional travel to meetings and other Council locations as required by the service.

What we offer

At Lincolnshire County Council, we believe our people are at the heart of everything we do. That’s why we offer a rewarding package designed to support your work–life balance, health and wellbeing, financial security, and career growth. Find out more about our offer to you in the attached brochure.

Additional Information

Lincolnshire County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

Fluency Duty In accordance with Part 7 of the Immigration Act 2016 (Fluency Duty), the ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post.

Our values – collaborative, adaptable, eco-conscious, supportive, and responsible – guide everything we do. We’re looking for candidates who share these values and bring them to life in their work, helping us build strong teams and make a real difference in the communities we serve.