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Government Recruitment Service; Campbeltown; On-site; GBP 90,000 - 130,000; Full time

Job summary

Government Recruitment Service is recruiting a Senior Customer Service Leader (Grade 7) to oversee performance and customer outcomes across Scotland and Northern England. The role requires shaping an inclusive, high‑performing culture and empowering teams to deliver compassionate services tailored to diverse customers.

You will lead through others, drive engagement, develop leadership capability, and optimise resource deployment to meet national priorities while pursuing continuous improvement

Responsibilities

• Oversee performance, delivery and customer outcomes across multiple service delivery sites within a geographical area.
• Create and sustain an inclusive, high‑performing culture empowering colleagues to deliver compassionate services.
• Lead through others to drive colleague engagement, develop leadership capability and set high standards.
• Ensure resources are deployed effectively to meet organisational priorities and drive continuous improvement.
• Provide strategic leadership and coaching to senior leaders and management teams to navigate change and build effective teams.
• Develop strong relationships with internal and external stakeholders to enable collaborative solutions for customers and communities.
• Help deliver the UK Government's employment and welfare objectives, including moving people into work and improving customer experience at scale.

Job description

This is a high-profile and business-critical leadership role within the Jobs and Careers Service Operations Directorate, offering the opportunity to influence services that support millions of people across Scotland and Northern England.

As a Senior Customer Service Leader (Grade 7), you will be responsible for the performance, delivery, and customer outcomes across multiple service delivery sites within a geographical area. You will create and sustain an inclusive, high-performing culture where colleagues are empowered to deliver excellent, compassionate, and tailored services to our diverse customer base.

Leading through others, you will drive colleague engagement, develop leadership capability, and set clear standards for performance, professionalism, and customer service. You will ensure resources are deployed effectively to achieve organisational priorities while fostering a culture of accountability, innovation, and continuous improvement.

You will provide strategic leadership and coaching to senior leaders and management teams, helping them navigate change, improve performance, and build highly engaged and effective teams. A key aspect of the role will be developing strong relationships with internal and external stakeholders, enabling collaborative solutions that deliver better outcomes for customers and communities.

This role offers a unique opportunity to make a meaningful difference to people's lives by supporting the delivery of the UK Government's employment and welfare objectives, including:

• Helping people move into work and supporting those already in employment to progress and achieve their potential.
• Delivering effective, efficient, and innovative services to millions of customers, including some of the most vulnerable members of society.
• Improving the customer experience while ensuring value for money for taxpayers.

Operating within a fast-paced and continually evolving environment, you will play a pivotal role in shaping service delivery, driving operational excellence, and leading transformational change. This is an excellent opportunity for an ambitious and inspirational leader to further develop their career while