At a Glance
- Tasks: Lead and oversee large-scale public sector contact centre operations with a focus on excellence.
- Company: Join a dynamic organisation dedicated to transforming public services.
- Benefits: Attractive salary, bonus, hybrid working, and opportunities for professional growth.
- Other info: Exciting role with potential for significant impact and career advancement.
- Why this job: Make a real difference in public service delivery while leading innovative change.
- Qualifications: Proven leadership experience in public sector contact centres and strong operational skills.
The predicted salary is between 65000 - 77000 £ per year.
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
Operations Director in Glasgow employer: CCA Recruitment Group
As an Operations Director in our hybrid role based in the North West, Scotland, or North East, you will join a forward-thinking organisation committed to operational excellence and public service. We offer a collaborative work culture that values innovation and continuous improvement, alongside competitive benefits including a substantial bonus structure and opportunities for professional growth within the public sector. Our focus on employee engagement and development ensures that you will thrive in a supportive environment while making a meaningful impact on citizen services.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Director in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the public sector and let them know you're on the lookout for an Operations Director role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s operations. Understand their service levels, KPIs, and any recent changes in the public sector landscape. This will show that you’re not just another candidate but someone who’s genuinely interested in making a difference.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you note to express your appreciation. It keeps you fresh in their minds and shows your enthusiasm for the role.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your job search. Plus, applying directly can sometimes give you a leg up over other candidates. Let’s get you that Operations Director position!
We think you need these skills to ace Operations Director in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Operations Director role. Highlight your experience in public sector contact centres and any relevant achievements that align with the job description. We want to see how your background fits perfectly with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of your leadership in large-scale operations and how you've driven improvements in service delivery.
Showcase Your Leadership Skills:As an Operations Director, strong leadership is key. In your application, make sure to highlight your experience managing diverse teams and driving operational excellence. We love to see how you’ve engaged and motivated your colleagues in past roles!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join the StudySmarter team!
How to prepare for a job interview at CCA Recruitment Group
✨Know Your Numbers
As an Operations Director, you'll need to be on top of SLAs, KPIs, and financial performance. Brush up on these metrics before your interview. Be ready to discuss how you've successfully managed these in past roles and how you can apply that experience here.
✨Showcase Your Leadership Style
This role requires strong leadership skills, so think about your management style and how it aligns with the company's values. Prepare examples of how you've led diverse teams and driven operational excellence in previous positions.
✨Understand the Public Sector Landscape
Familiarise yourself with the current challenges and trends in public sector contact centres. Being able to discuss these topics will show your commitment and understanding of the environment you'll be working in.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of specific situations where you've had to drive change or improve service delivery, and be ready to explain your thought process and outcomes.
