Head of Customer Operations

Head of Customer Operations (Interim) £500 per day | 3-Month Contract | Hybrid Working An exciting opportunity has arisen for an experienced customer services leader to join Oldham Council as Interim Head of Customer Operations. Reporting to the Assistant Director of Customer Experience, you will provide leadership across a wide-ranging customer operations portfolio during a period of senior management absence.

This is a highly visible role with responsibility for ensuring residents receive a seamless, high-quality experience across multiple service channels, while providing stability, direction and support to established operational teams.

The Role You will lead a diverse portfolio of Contact Centre operations supporting more than 20 council services, including:
Customer Service Centre Complaints and Payments. Ombudsman liaison and escalated case management. Blue Badge administration. Local Welfare Provision and crisis support schemes. Website and digital customer services. You will oversee day-to-day operations, support a team of service managers, manage complex stakeholder relationships and ensure services continue to deliver excellent outcomes for residents. The primary focus of this assignment is providing effective leadership, maintaining service performance and creating stability for teams during a challenging period.

You will bring:
Significant experience leading large-scale contact centre or customer service operations. Strong complaints management experience, including handling complex and escalated cases. Experience working with Ombudsman enquiries and statutory complaints processes. Proven ability to lead and develop managers and multi-disciplinary teams. Excellent stakeholder management and relationship-building skills. The ability to provide clear direction, inspire confidence and support teams through periods of change.

[ This is an excellent opportunity to make an immediate impact within a large, complex customer operation while leading services that are central to the resident experience Apply below and a Reed Consultant will be in touch to discuss next steps.