Customer Services Operations Lead

Posted 01 February 2026
Salary 370
LocationHaringey N8 United Kingdom
Job type Contract
Sector Interim & Executive Management
ReferenceRQ1683515

Job description

2-3 months contract with a local authority

Summary
  • The Customer Services Operations Lead is a pivotal role within a local authority, tasked with ensuring that customers—including residents, businesses, visitors, and the wider community—can easily access accurate information and high-quality support from the council. This position oversees daily omni-channel customer operations, including face-to-face centres, telephony, and digital channels, while driving continuous improvements in service delivery, performance, workforce capability, and customer satisfaction.
Responsibilities
  • Lead, manage, and enhance customer service operations across multiple sites and hybrid working models.
  • Ensure service quality, operational efficiency, and alignment with best practice standards.
  • Foster a high-performing, inclusive, and empowered team culture.
  • Measure, analyse, and report on performance weekly, monthly, and quarterly.
  • Conduct benchmarking to support target setting.
  • Champion strong data governance, accurate data collection and analysis, and evidence-based planning.
  • Drive intelligent use of data to inform strategic and tactical service improvements.
Essential Experience Required
  • Proven experience leading large, complex, multi-channel customer service operations within the public sector.
  • Track record of delivering operational improvements, modernization, process efficiency, and measurable gains in quality, performance, and cost.
  • Expertise in contact center resource planning and management.
Essential Qualifications Required
  • Passion for delivering excellent customer experience with a strong focus on inclusion.
  • Digitally savvy, with confidence in using and exploring new technologies.
  • Strong analytical skills with good knowledge of customer satisfaction and performance tools.
  • Excellent people leadership, communication, and stakeholder engagement skills.
Additional Information
  • Working hours: 36 hours per week.
  • This is a full-time role requiring a minimum of 4 days a week on-site at the Customer Centre at Wood Green Library. Exceptional candidates available for only 4 days a week in total will be considered.
  • The role requires a DBS.
  • Please note, we work on bi-weekly payments.
  • The role closes on 3rd Feb 2026, apply ASAP.