At a Glance
- Tasks: Lead large-scale public sector contact centre operations and drive strategic transformation.
- Company: Dynamic organisation focused on public service excellence and innovation.
- Benefits: Competitive salary, bonus, and opportunities for professional growth.
- Other info: Hybrid working model with a focus on operational excellence and continuous improvement.
- Why this job: Make a real difference in public services while leading diverse teams.
- Qualifications: Proven leadership experience in public sector contact centres and strong analytical skills.
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 Whickham 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 public sector organisation that prioritises operational excellence and innovation. We offer a supportive work culture that values continuous improvement and employee engagement, alongside competitive benefits including a substantial bonus structure. With ample opportunities for professional growth and the chance to lead transformative projects, this position is ideal for those seeking meaningful impact in public service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Director in Whickham
✨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 researching the company and its operations. Understand their service levels, KPIs, and any recent changes in the public sector. This will help us demonstrate that you're not just a fit for the role, but also genuinely interested in their mission.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've led large teams and driven operational excellence in previous roles. We want to see that you can inspire and manage diverse teams effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Operations Director in Whickham
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 showcase your leadership skills. We want to see how you’ve driven operational excellence and service performance!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've led large teams and managed complex operations. We love a good story that shows your impact!
Showcase Your Data Skills:Since this role involves data-driven decision-making, make sure to highlight your analytical capabilities. Mention any tools or methods you’ve used to track KPIs and SLAs. We’re keen on seeing how you’ve used data to drive improvements in your previous roles.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
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 your KPIs and SLAs. Before the interview, brush up on the metrics relevant to public sector contact centres. Be ready to discuss how you've driven performance in previous roles using data-driven decision-making.
✨Showcase Your Leadership Style
This role requires strong leadership skills, so think about examples that highlight your ability to lead diverse teams. Prepare stories that demonstrate how you've engaged and motivated your team, especially in high-pressure environments.
✨Understand the Public Sector Landscape
Familiarise yourself with the current challenges and trends in public sector operations. Being able to discuss recent changes or innovations in the sector will show that you're not just experienced but also forward-thinking and aware of the bigger picture.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think through potential challenges you might face in this role, such as managing operational efficiency or leading a transformation project, and prepare your approach to tackling these issues.
