Operational Lead
| Posting date: | 20 November 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 20 December 2025 |
| Location: | Liverpool, Liverpool |
| Company: | Riverside |
| Job type: | Permanent |
| Job reference: | 5221 |
Summary
Job Title: Customer Service Operational Lead
Contract Type: Permanent
Salary: £67,060.00 per annum (£74,119.00 per annum is achieved after 12 months successful performance in the role)
Working Hours: 35 Hours per week
Working Pattern: Monday – Friday, Hybrid
Location: Speke, Estuary Boulevard, Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside, we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you will make as a Customer Service Operation Lead
The Customer Service Operation Lead will lead the operational delivery of our Liverpool centre, ensuring outstanding customer experiences across all channels. You’ll drive performance, transformation, and continuous improvement while managing budgets and fostering a culture of excellence and innovation. Collaborating across departments, you’ll design seamless customer journeys and empower teams to resolve issues effectively. Working closely with senior stakeholders, you’ll shape long-term plans to deliver service excellence, operational efficiency, and colleague engagement. i
About you
We are looking for someone who can drive succession planning and talent development to build future capability whilst leading and inspiring a high-performing management team, fostering coaching and recognition. The ideal person will have proven experience in creating and leading high performance teams and having laser focus on key performance measures, coaching and management. You will have experience in championing engagement, well-being, and inclusion while guiding teams through change. Your analytical experience will support our requirements to use data insights to improve customer journeys and communicate goals clearly.
Why Riverside?
Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity Guaranteed interview scheme. If you are Ethnically Diverse an demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to be considered.