Head of Operations - Customer Services

Advance UK; East Midlands; On-site; GBP 66,000; Full time

Job summary

Advance UK seeks a Head of Operations in Customer Services to enhance service delivery and lead strategic initiatives. The successful candidate will oversee operations, utilize data analytics for improvement, and ensure compliance, contributing to the organization's mission to support individuals with learning difficulties and disabilities. This role requires strong leadership, analytical skills, and a commitment to exemplary customer service.

Qualifications

• Extensive experience in Customer Service management, preferably in housing repairs sector.
• Experience in Operations Management and Contact Centre Management.
• Strong analytical skills with experience in data analytics and performance reporting.

Responsibilities

• Lead the Customer Services Centre team and develop service strategies.
• Oversee operations of the repairs contact centre and ensure compliance.
• Utilize data analytics to report on customer service progress and KPIs.

Skills

Analytical Skills

Leadership

Communication

Interpersonal Skills

Customer Service Management

Job description

Position:Head of Operations - Customer Services
Location:Leicester Office,LE19
Hours:35 contracted hours per week
Salary:£65,600 per annum + £3,060.00 per annum for car allowance
Closing Date:21st July 2025
Interview Date:14th August 2025
Job ref:4621

We regret to inform you that Advance is unable to accept any sponsorship requirements.

About the Role:

Would you like to work somewhere where you get to make a real difference every day?

We have an exciting opportunity for a Head of Operations (Customer Service) at Advance. Advance is a specialist supported housing association that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living.

The role of Head of Operations will include:

• Lead the Customer Services Centre team, creating a culture of excellence and continuous improvement.
• Develop and implement customer service strategies aligned with company goals and objectives.
• Through an understanding of industry technology, keep Advance up to date with technology innovations that may enhance customer experience.
• Oversee the daily operations of the repairs contact centre, ensuring efficient service delivery and providing reports and insight through data collection and analysis.
• Utilise Data Analytics to report to ELT on Customer Service progress, providing insight into customer behaviour trends and patterns. Using data and reports to inform continuous improvement working groups.
• Keep up to date with and ensure compliance with all relevant regulations and standards.
• Promote and ensure the provision of exemplary customer services.
• Handle complex complaints and escalations, ensuring resolution and satisfaction.
• Develop procedures to enhance the customer experience
• Manage stakeholder relations with internal and external customers.
• Establish, monitor, and report on key performance indicators (KPIs) for customer services.
• Implement initiatives to meet or exceed KPI targets.
• Mentor and develop staff to ensure a route of progression and continuous development.
• Any other task, as reasonably instructed by management

About the candidate:

• Extensive experience in Customer Service management, (preferably within housing repairs sector)
• Experience in Operations Management
• Experience in Contact Centre Management
• Strong analytical skills with experience in data analytics and performance reporting.
• Excellent communication, leadership and interpersonal skills
• Ability to work under pressure and handle high-pressure situations and complex escalations with tact and efficiency.
• Excellent presentation skills to interpret and report on data and insights

Please read the job description for further details of the role.

For more information about the role please contact, Rob Kelly [e-mail].