Business Operations Manager

Lincolnshire pa.; Reepham CP; On-site; GBP 55,000 - 70,000; Full time

Job summary

Lincolnshire County Council is seeking an experienced Customer Service Centre Operations Manager based in Lincoln. The role leads the Customer Service Centre, developing Team Leaders, ensuring high performance, quality, and efficiency across services.

You will drive continuous improvement, oversee projects, and partner with internal and external stakeholders to deliver agile, resilient customer services aligned with council objectives.

Qualifications

• Professional qualification or substantial experience in business operations, customer service, or contact centre environment.
• Experience leading operational services with workforce planning, resource management and data-led insights.
• Proven track record of delivering high-performing services with KPIs.
• Strong leadership to develop, motivate and manage teams.
• Experience driving continuous improvement and service transformation.
• Excellent stakeholder management and influencing skills.
• Outstanding communication with complex information across audiences.
• Strong analytics and decision-making using data to plan ahead.
• Experience leading projects or programmes from planning to delivery.
• Understanding of operating in a political environment and risk management.

Responsibilities

• Provide operational leadership across the Customer Service Centre.
• Lead and develop Team Leaders to ensure high performance and efficiency.
• Identify opportunities for continuous improvement and innovation.
• Oversee project delivery and service transformation initiatives.
• Manage resources, demand forecasting and business continuity.
• Ensure exceptional customer experience and agile service delivery.
• Engage with stakeholders at all levels to influence and negotiate.

Skills

Workforce planning

Resource management

Data-driven insights

Performance management

Leadership

Continuous improvement

Stakeholder management

Communication

Analytics

Project leadership

Political environment awareness

Education

Relevant professional qualification or substantial experience in business operations

Job description

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

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.

• 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., 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.

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.