Operations Director - Public Sector Contact Centre
Location:Hybrid UK North West, Scotland or North East
£65,000 & £12,000 Bonus
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
Disclaimer
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