Customer Service Operations Lead: Transformation & Performance

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

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.