Customer Service Operations Leader

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

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