Head of Customer Operations
| Dyddiad hysbysebu: | 10 Mehefin 2025 |
|---|---|
| Cyflog: | Heb ei nodi |
| Gwybodaeth ychwanegol am y cyflog: | Competitive |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 10 Gorffennaf 2025 |
| Lleoliad: | Oldham, OL1 1HD |
| Cwmni: | inploi |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 75707759 |
Crynodeb
Resources
Customer Experience
Head of Customer Operations
Ref: 000826
Contract: Permanent
Salary: £58,140 - £61,342 per annum (SM2)
Hours: 36.66 per week
Based: Spindles George Street Oldham OL1 1HD
Closing Date: Sunday 13th July 2025
Interview Date: Thursday 7th August 2025
Delivering resident focussed services that make a difference
We are looking for an exceptional customer experience leader as we take our next steps on our journey to becoming a resident focussed council.
Join Oldham Council in the newly established role of Head of Customer Operations and you’ll be making a direct impact on the lives of thousands of residents across Oldham.
You’ll be setting and driving the vision for resident focussed services across our Customer Operations Services that handles over 450,000 contacts each year across a range of channels. We have successfully reduced telephony contact by over 40% in the last 10 years through channel shift and our brand-new Customer Service Centre is open offering face to face support in the heart of the town centre at Spindles, so you’ll be joining the Customer Experience team at an exciting time as we embed our resident focused approach.
We have big plans to develop our offer with plans to centralise more of our customer contact and to improve our complaints performance as well as learning and acting on feedback from residents’ experiences.
It’s an exciting time to join Oldham Council we’re making the lives of Oldham people better by revolutionising our borough and our services with an ambition that is unrivalled and a determination that’s fierce.
Oldham’s time is now. Is it yours too?
Could this be the perfect role for you?
We’d like to hear from you if you:
- Love working in a fast paced, dynamic and supportive environment.
- Are passionate about continually improving the customer experience and are familiar with customer journey mapping.
- Are comfortable in reviewing data and turning into actionable insight and plans for improvement.
- Love leading cross-functional teams and enjoy motivating and inspiring your teams to deliver.
- Are passionate about capturing using the voice of residents to design and deliver resident focussed services.
- Are a visible and approachable leader.
- Have experience in leading and implementing service policies, processes and procedures.
- Have experience in implementing new technology to improve the customer experience.
Our Values and Behaviours:
By driving innovation, investing in our people, and championing our communities, we will ensure that Oldham continues to be a place where everyone can live their best life. To support this, we have three core values which define who we are and how we operate. These are ‘Proud, Ambitious, and Together’, and they shape our culture, inform our decisions, and inspire us to deliver on our commitments to the people of Oldham.
We have translated these values into five behaviours which guide our actions and are the standards we hold ourselves to, day in and day out:
- Work with a resident focus
- Support local leaders
- Committed to the borough
- Delivery high performance
- Take ownership and drive change
You can find out more about our values and behaviours on our greater.jobs Oldham page
Our Benefits Package:
At Oldham Council we offer a great benefits package for our employees, which includes the following:
- 25 days annual leave which increases after 5 and 10-years’ service
- The option to purchase additional annual leave.
- An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions.
- Discounted gym membership with Oldham Active.
- Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more.
- Salary sacrifice scheme for home and electronics and Cycle to Work.
- Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support.
- Staff recognition and celebration events.
- Peer support groups
Inclusive Recruitment:
We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace.
If you’re an applicant with disabilities, have previously been in or currently in care, a carer or someone who has served in the Armed Forces and you meet the essential criteria of the role, you are guaranteed to reach the first stage of assessment under our Guaranteed Assessment Scheme.
Data and Privacy:
For details of how we use your data please see our privacy notice.
Important Information:
Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for a current employee at risk of redundancy, it can be pulled back at any point, up to the post being formally offered to a candidate who is not at risk of redundancy.
Right to Work in the UK from 1st July 2021.doc
↗ Right To Work
Calculate your take home pay. Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year.
Employment could affect your benefits, find out more here. Turn2us Benefits Calculator.