Job Details
Job Title
Customer Services Operations Lead / Manager
Contract & Location
• Rate: £370 per day (Umbrella)
• IR35: Inside IR35
• Contract: Full-time
• Location: Customer Centre, Wood Green Library, London
• On-site requirement: Minimum 4 days per week on-site
• Working pattern: 5 days per week preferred; exceptional candidates able to work 4 days total will be considered
Role Purpose
This is a critical leadership and management role within Haringey Council’s Customer Services operation. The postholder will ensure residents, businesses, visitors and the wider community can access the right information and advice first time, and find it easy to interact with the council across all customer access channels.
The initial focus of the role is to provide hands-on operational leadership and management support for the Customer Centre based at Wood Green Library, which supports approximately 700 residents per week across a range of high-demand council services.
Key Responsibilities
Operational Leadership
• Provide visible, hands-on leadership for the Wood Green Library Customer Centre, ensuring a high-quality, empathetic and efficient service to residents
• Lead day-to-day omni-channel customer operations across face-to-face, telephony and digital access channels
• Empower frontline staff to resolve customer needs accurately, promptly and at the first point of contact
Customer Experience & Equality of Access
• Champion the resident voice and ensure equality of access for all customers at all times
• Promote a culture of empathy, professionalism and accountability when supporting residents with complex and sensitive issues
Workforce Development
• Develop and support the operational workforce through effective leadership, coaching and performance management
• Build capability within teams to handle a wide range of customer enquiries, including complex and high-emotion cases
Service Improvement
• Collaboratively identify and initiate tactical and strategic improvements to workforce models, processes, technology and performance
• Drive continuous improvement in customer journeys, ensuring right-channel access and right-first-time resolution
Partnership Working
• Lead effective partnership working with council services including Benefits, Housing, Council Tax, Homelessness, Repairs and Parking
• Ensure smooth end-to-end customer journeys and clear ownership of service requests
Performance Management & Reporting
• Lead the measurement, analysis and reporting of service performance and customer satisfaction
• Provide clear, evidence-based insights to senior stakeholders to support decision-making and service improvement
Key Service Areas Supported
• Benefits
• Housing repairs and tenancy issues
• Homelessness
• Council Tax
• Parking permits
Person Profile (Indicative)
• Significant experience in customer services operational leadership within local government or a comparable complex service environment
• Proven ability to manage high-volume, high-demand customer operations
• Strong people leadership skills with experience supporting frontline teams
• Confident working across multiple access channels (face-to-face, phone and digital)
• Able to balance hands-on operational management with service improvement and stakeholder engagement
Apply
To apply for this job email your details to recruitment@carringtonblake.com.
