Customer Operations Performance and Improvements Manager in Newcastle Upon Tyne inNewcastle Upon Tyne PUBLISHED FRI 24 JAN 2025 Jump to job information section

Are you an established leader with experience of managing high performing operational areas? Do you have a history of leading successful Contact Centre transformation programmes? Then this could be the perfect opportunity for you!

As the Customer Operations Performance and Improvements Manager you will lead on all aspects of the operational performance and continuous improvement and transformation programme. You'll be a true people leader, able to develop, transform and engage the workforce.

Acting as a key member of the Senior Management Team, you will report directly to the Head of Customer Operations, whilst cross-working with other key service areas across the organisation. You'll be an effective communicator, bringing together stakeholders to work in a collaborative manner.

Through strong leadership you will support the Head of Customer Operations to continuously grow the service, set the customer operations strategy, identify opportunities for improvement and generate ideas and solutions that add true value to the service and the operation.

What do we offer?

27 days leave (increasing with length of service) plus 8 bank holidaysFlexible working (we are happy to discuss options such as compressed hours)Flexi timeHybrid working modelCareer developmentActive wellbeing and inclusion networksExcellent pensionAccess to a wide range of benefits and high street discounts!

This role is a key part of Customer Operations reporting directly to the HoS. The Customer Operations Performance and Improvements Manager will be responsible for operational performance, continuous improvement strategies and leading on the Contact Centre transformation programme.

You will work collaboratively with colleagues within the Citizen Services Directorate, Senior Management Teams and internal and external stakeholders to promote and achieve the Customer Operations strategic ambitions. The post holder is to maintain a focus on providing exceptional performance and delivery, while developing an engaged workforce with attention to wellbeing and maintaining value for money from the service.

The role requires strong leadership of operational teams and experience of transformational delivery.

About us

1. Leads on operational strategy and business planning processes to ensure that the services continue to develop to meet customer, client, and stakeholder requirements.

2. Working with the SMT to ensure that the business planning process meets the needs of the service, translating the strategic aims into an operational plan with clear targets and objectives.

3. Be responsible and act as an escalation point across the service identifying where key decisions are required, being comfortable with a high level of accountability but also being able to identify where you need to escalate to Head of Service.

4. To offer strong leadership to support the Head of Service across all aspect of the service delivery and business priorities. Working across services to identify synergies and other opportunities.

5. The post holder will develop operational structures in collaboration with the SMT and Corporate Business Partners, Learning & Organisational Development and Human Resources and ensure operating models are continuously effective.

6. Anticipates the key issues to critical business success. Identifying opportunities for improvement, generating ideas and solutions that add value to the business and contribute to the delivery of service plans.

7. Attend and or present to any forum necessary in line with the responsibilities of the Performance Manager.

8. Deputise for the Head of Service when required and provide reciprocal cover for other SMT members when needed.