Head of Customer Operations

Sheffield City Council serves one of the UK’s most distinctive and dynamic cities. As England’s fourth largest city, Sheffield is celebrated for its green spaces, rich industrial heritage, and thriving cultural scene. With a population of over 600,000, Sheffield is home to diverse, welcoming communities and a growing reputation as a place where people want to live, work, visit, and invest. The Council is committed to unlocking this potential, creating a city that’s fairer, more sustainable, and more connected, where everyone can thrive from childhood through to later life.

We are on a mission to radically improve how we serve and connect with our diverse communities. In this newly created Head of Customer Operations role, this is your opportunity to shape the future of customer experience in one of the UK’s most ambitious councils, building a modern, inclusive and seamless front door for all our residents, businesses and visitors.

We’re investing in a new Customer Hub that will reimagine how people engage with the council, across digital, phone and face-to-face channels. You\’ll lead the operational delivery of customer services and be a key driver of the Modern Customer Model , with a strong focus on accessibility, and resident and community empowerment. This is a pivotal role for someone who thrives on complexity, world class delivery and purpose.

Reporting to the Director of Customer Experience and Communities, you’ll oversee a high-performing team and work with senior leaders and partners across the organisation. You’ll also play a central role in delivering our Customer Experience Strategy 2024–2028 , helping us move from good intentions to real impact, through smarter services, better data and human-centred design. You’ll take a cross-council approach to culture change, develop joined-up customer journeys, and help us use our resources where they matter most.

We’re looking for someone with a proven track record of leading complex, high-volume customer operations, ideally across multi-channel environments. You’ll understand what it takes to build excellent public-facing services, and you’ll bring insight, energy and compassion to everything you do. This is a role for a strong operational leader who truly values and empowers a customer first culture.

We are investing in our workforce and promoting opportunities to under-represented groups. We particularly welcome applications from Black, Asian and Minority Ethnic, disabled and LGBTQ+ candidates, and from people with caring responsibilities. We support flexible working and are proud to be a Disability Confident employer.

This is a unique opportunity to truly positively impact resident experiences across Sheffield.
Closing date for applications: Midnight, Sunday 15th June
For more information please visit our microsite , or a confidential conversation with our retained advisors at Tile Hill, contact: Andrew Gillen on 07442 420559 ( ), or Anita Denton on 07725 554802 ( ).

To apply:
To apply, please submit an up-to-date copy of your CV (three sides of A4 maximum), along with a supporting statement (three sides of A4 maximum) detailing your experience, and achievements and addressing the key criteria for the role set out on this site and using examples to demonstrate how you meet the requirements.Documents should be uploaded via our website, please include and upload the below information in two documents only.If you experience any issues whilst applying, please contact .
Applications should include:

• Full contact details;
• Names, positions, organisations and contact details for two referees (we will ask your permission before contacting referees);
• Details of your current salary and notice period
• Notification of any dates when you are not available for an interview.

At Tile Hill, we are committed to inclusion and accessibility. We champion and support all individuals to ensure everyone feels valued, listened to and motivated to get the very best out of each recruitment process and that processes are designed to meet the needs of individuals. If you have any specific requests and would like a confidential discussion with the Tile Hill team, then please email .

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