Operations Director - Public Sector Contact Centre

Location:Hybrid UK North West, Scotland or North East

£65,000 & £12,000 Bonus
Contract Type: Permanent, Full-Time

About the Role

We are seeking an experienced Operations Director to lead and oversee the delivery of large-scale public sector contact centre operations. This is a senior leadership role with responsibility for operational excellence, service performance, and strategic transformation across complex, high-volume citizen services.

You will be accountable for the end-to-end operational delivery of contact centre and associated back-office services, ensuring contractual, financial and service outcomes are consistently achieved while driving continuous improvement and innovation.

This role suits a leader with proven experience operating within central or local government frameworks, regulated environments, and outcome-based contracts.

Key Responsibilities for this Operations Director role

• Provide strategic and operational leadership across multi-site public sector contact centre operations
• Own delivery against service levels, KPIs, SLAs and contractual obligations
• Lead large, diverse operational teams including senior managers and functional heads
• Ensure strong governance, compliance and risk management aligned to public sector standards
• Drive operational efficiency, productivity and continuous improvement initiatives
• Oversee workforce planning, resource optimisation and demand forecasting
• Partner closely with Client Directors and public sector stakeholders to maintain trusted relationships
• Lead service mobilisation, transformation and change programmes
• Own operational financial performance, cost control and margin delivery
• Champion service quality, customer experience and colleague engagement
• Ensure readiness for audits, inspections and performance reviews

About You

• Proven experience in a senior operational leadership role within public sector contact centres
• Strong background delivering large-scale, high-volume citizen services
• Demonstrable experience operating under public sector contracts and frameworks
• Excellent understanding of SLAs, KPIs, service credits and performance regimes
• Track record of leading complex, multi-site operations
• Commercially astute with experience managing large operational budgets
• Confident engaging with senior public sector stakeholders and commissioners
• Experience of transformation, service improvement or technology-enabled change
• Data-driven decision-maker with strong reporting and analytical capability
• A visible, credible leader with strong people-management and engagement skills

Desirable Experience

• NHS, DWP, Local Authority or wider Central Government experience
• Exposure to digital contact centre transformation or omni-channel delivery
• Experience supporting mobilisation or scale-up of public services
• Degree-level education or equivalent operational experience

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