Contact Centre Operational Customer Service Manager

Salary: £35,663 – A Civil Service Pension with an employer contribution of 28.97%

Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

The purpose of this role is to lead and manage operational managers and teams to deliver targets through effective use of resource and engagement of staff. To support business improvements and to deliver best-in‑class customer service in a people focused environment that champions Recognition, Involvement, Development and Support for all.

Key Responsibilities include, but are not limited to:

• Effectively manage and lead your area, building a high-performance culture and taking overall responsibility for performance outcomes.
• Monitor and analyse operational performance data for your area to identify trends and issues, making strategic recommendations and developing plans that support business delivery, considering the impact on the wider business.
• Build your team\’s change management capabilities by raising awareness of our digital agenda, leading colleagues through periods of change, and providing clear communication and support during transitions.

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department
• 24‑hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

About you

To be successful in this role you will be a confident individual with a strong operational focus, putting the customer at the heart of everything you do.

You will be resilient, responding positively to challenge and have the ability to adapt your communication style to engage with stakeholders at all levels.

You’ll have excellent leadership skills, working with team members to set priorities, create clear plans and manage all work to meet the needs of the customers and the business. As a leader, you will need to develop an innovative culture; where shared vision, collaboration, and learning from mistakes enable continuous improvement.

Risk management skills are key in achieving goals in‑line with short and long‑term business priorities whilst delivering and influencing transformational change.

Apply before 11:55 pm on Monday 16th March 2026

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