Senior Operations Leader - Service & Fraud Prevention

Government Recruitment Service; Dudley; On-site; GBP 58,000 - 68,000; Full time

Benefits offered by this job

Disability Confident employer scheme

Job summary

Government Recruitment Service is seeking a Senior Operations Leader in Dudley to oversee a large, geographically diverse team of SEOs and drive performance in customer service, quality and delivery. The role emphasizes strategic leadership, policy embedding, and cross-department collaboration to improve outcomes across the welfare system.

The successful candidate will role model senior management excellence, lead through others, and ensure responsive, flexible service to diverse customer needs

Qualifications

• Senior leadership experience in large, dispersed teams.
• Proven ability to drive performance against objectives.
• Strong stakeholder management and collaboration across government bodies.

Responsibilities

• Report directly to the Grade 6, managing a large, geographically diverse team of SEOs and driving performance against key objectives.
• Lead performance reviews with direct reports and identify risks to ensure delivery of targets.
• Oversee the implementation and embedding of new policies and procedures across the organisation.
• Build strong, collaborative relationships with senior representatives from other departments and external bodies.
• Provide visible leadership through regular site visits and clear, passionate communication to obtain buy-in.
• Motivate teams to operate flexibly, gather feedback, and personalise services for customers.
• Encourage cross-team collaboration to drive innovation and service improvements.
• Contribute to people planning and deployment of staff and resources across sites.
• Develop a holistic understanding of customer types to design and manage new roles and processes that improve experience.
• Ensure prompt and sensitive handling of matters in line with policies and risk controls.

Skills

Senior leadership

Performance management

Job description

Government Recruitment Service is seeking a Senior Operations Leader in Dudley to oversee a large, geographically diverse team of SEOs and drive performance in customer service, quality and delivery. The role emphasizes strategic leadership, policy embedding, and cross-department collaboration to improve outcomes across the welfare system.

The successful candidate will role model senior management excellence, lead through others, and ensure responsive, flexible service to diverse customer needs