Head of Customer Operations Interim

Interim Head of Operations sought by our London based public sector client for an nitial 9 month contract.

Reporting to the Customer & Business Operations Director as Head of Operations you will lead the Operations Team including the existing services:

- Contact Centre
- Customer service centre
- Libraries
- Registrars

As Head of Operations you will be accountable for successful delivery of customer service projects, including delivery of related savings:

- Library refurbishments:
- Staff restructure
- Customer service centre closure and service reconfiguration
- Registrars (move)
- Customer Service excellence review, and,
- Contact centre move

The Head of Operations you will have responsibility for operational service management in addition there are a significant number of change management projects you will be expected to lead and manage.

You will achieve delivery with limited impact on service delivery, engaging a wide range of stakeholders at different levels within the organisation. You will also have a focus on ensuring that customer focus and operational delivery is maintained through a significant period of change.

You will set challenging and effective targets and performance manage to deliver the same. You will lead and motivate a team in transition.

To be successful as the Head of Operations you will have proven public sector experience of successfully leading and managing the direct provision of diverse customer and business services operations across a range of face-to-face and digital delivery channels desirably in a local government setting.

This may include:

- Contact Centre
- Customer service centre
- Libraries, and,
- Registrars

You will also be able to demonstrate evidence of successfully leading and managing substantial customer change programmes and projects, developing and implementing frameworks for assessing service performance and ensuring business processes are working effectively to provide high quality customer and business operations services.

Overall it is key that you have experience developing and implementing new policies and procedures to drive the operational management and delivery of improvements in service performance and efficiency.

You will be a skilled networker and communicator and be able to take on a complex brief and deliver challenging targets quickly and efficiently.