Customer Services Delivery and Performance Lead
This role involves providing strategic and operational leadership across a multi-channel customer service operation to deliver excellent customer outcomes and strong business performance. You will lead high-performing, customer-focused teams across multiple sites by utilizing operational performance data, workforce planning, and customer insight. Working collaboratively with other leaders, you will drive continuous improvement, reduce unnecessary variation, and support the successful delivery of change. Additionally, you will coach and empower leaders to build capability and create the conditions for teams to perform well in a changing environment.
What they're looking for
- Experience using digital and contact centre technology to improve service
- Track record of leading high-performing customer service operations
- Skilled in using performance data and workforce planning to make decisions
- Evidence of leading continuous improvement and embedding operational change
- Ability to coach and develop people to improve leadership capability
Nationality requirements
Open to UK, Irish, Commonwealth, EU and Turkish nationals with the right to work in the UK.
Selection process
The sift will take place shortly after the closing date. Interviews are expected to take place during the week commencing 9th November 2026.
Apply on Civil Service Jobs ↗Originally listed on Civil Service Jobs.