Customer Services Operations Lead

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. 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 ta...