Customer Services Performance Delivery lead

The Customer Services Performance Delivery lead is a key senior leadership role within Customer Services Group (CSG), responsible for leading and developing CSG's central performance, insight, services and Project control functions. The postholder will work across the whole of Service Delivery to translate insight into action, improving customer outcomes, operational performance, organisational resilience and delivery of strategic priorities. Passionate about people and public service excellence, the individual will be accountable for establishing a high-performing operational function that brings together workforce planning and resource modelling, business intelligence and analytics, benchmarking, quality and complaints insight, risk integration and project coordination.

This role directly supports the HMLR 2026+ Strategy of improving the experience for our customers through embedding a customer resolution focus and improving the quality of all services we provide. The post holder will provide visible and inclusive leadership across a national team and through the effective use of data, customer insight and operational intelligence, will help ensure CSG delivers consistent, efficient and customer-focused services that support organisational priorities and service standards.

The successful candidate will champion evidence-based decision making, enabling leaders to manage using live performance data rather than hindsight, removing complexity and maximising the use of technology. They will foster a culture of accountability, continuous improvement and operational excellence, ensuring that customer needs, a dedication to a high service quality, customer accessibility and business outcomes remain at the centre of decision making.

• Lead and bring together key individuals across Customer Services service line, setting a clear vision, building collective capability and fostering an inclusive, high-performing culture that reflects HMLR's values, leadership expectations and commitment to outstanding customer service.
• Lead workforce planning, resource modelling and forecasting activity across CSG, ensuring leaders have the insight required to make effective decisions on deployment, resilience, skills and future service demand.
• Build and maintain effective partnerships with the Service Delivery Resource & Planning team, working collaboratively to align planned activities with operational priorities and deliver improved service outcomes.
• Lead monitoring and reporting against key performance indicators, critical success factors, business benefits and improvement commitments, ensuring clear ownership, accountability and delivery against agreed outcomes for CSG aligned with Service Delivery Performance Leads reporting requirements.
• Work collaboratively with Heads of Service Delivery, senior leaders and corporate partners to translate organisational objectives into measurable performance outcomes, ensuring decisions are informed by evidence, customer insight and operational intelligence to achieve Service Delivery plan objectives.
• Develop and embed a single source of truth for CSG performance, bringing together operational, customer, quality, complaints, workforce and risk information to support evidence-based decision making and informed leadership action.
• Please see attached job description for full information., Leadership of performance, business intelligence, workforce planning, forecasting or operational control functions.
• Experience operating within large, complex operational environments.
• Delivery of service improvement through the use of data, insight and performance reporting.
• Experience supporting and influencing senior leaders.
• People leadership, including leading teams, coaching colleagues and driving change.
• Delivery of operational improvement, transformation or organisational change.

Security Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete checks.

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

• Ability to develop and maintain executive-level dashboards and performance, Head of Service, operational and governance reporting that provide a single source of truth and support effective decision-making by…