Business Operations & Customer Services Manager
Directorate: Digital
Grade: F16
Reports to: Head of Business Operations and Customer Services
Direct reports: 13
Location: Chesterfield, Hybrid
Politically Restricted Post: Potentially – dependent on case management
About the role
We are seeking an experienced and forward-thinking Business Operations & Customer Services Manager to lead and transform our executive support, customer services, help desk and reception functions across EMCCA.
This is a senior operational leadership role combining strategic oversight with hands-on delivery. You will play a key part in ensuring high-quality, accessible and responsive services that deliver public value, support our Mayor and senior leadership, and continuously improve how residents, partners and stakeholders interact with us.
You will lead multi-functional teams, manage complex customer and casework processes (including transport-related complaints), and drive service improvement through data, technology and collaboration.
What you’ll be responsible for
Strategic & operational leadership
* Lead a defined business area, managing service delivery, performance, projects and budgets.
* Apply professional expertise to advise on complex operational challenges and deliver service transformation.
* Develop business cases, cost models and delivery plans aligned to strategic priorities.
* Ensure smooth day-to-day operations within established governance and policy frameworks.
Customer services leadership
* Lead the authority’s customer services function across all channels, ensuring timely, accurate and empathetic responses.
* Oversee customer complaints and case management, particularly in relation to transport services, ensuring compliance with statutory and service standards.
* Use insight, data and customer intelligence to drive continuous improvement and “right first time” service delivery.
* Champion accessible, inclusive services that reflect the diversity and socio-economic realities of our region.
* Maximise the use of technology and digital self-service, reducing unnecessary manual intervention where appropriate.
Executive support, help desk & reception
* Manage Executive Support Officers providing professional, responsive support to the Chief Executive, Mayor’s Office and senior leadership.
* Oversee a help desk-style triage system for non-IT service improvement requests.
* Manage an effective reception and front-of-house service, ensuring high standards of customer care and visitor management.
* Work with colleagues across EMCCA to explore service improvements and opportunities presented by AI.
Collaboration & influence
* Work closely with teams across Transport, Legal, Governance, Communications and Strategy to deliver joined-up services.
* Act as a key liaison between customer services and regional service teams.
* Represent the service in cross-authority working groups, stakeholder forums and leadership briefings.
People leadership
* Lead, motivate and develop your teams, setting clear objectives and fostering a positive, accountable and inclusive culture.
* Manage performance, resources and workloads effectively.
* Support staff development through coaching, training and career progression.
What we’re looking for
Essential
* Proven experience leading customer service and executive support teams within a public sector or similarly complex organisation.
* Demonstrable experience of leading operational change, developing business cases and managing performance.
* Strong knowledge of complaint handling, case management and transport-related service delivery.
* Excellent communication, stakeholder engagement and problem-solving skills.
* Degree-level qualification in business operations, public administration or a related discipline (or equivalent experience).
Desirable
* Experience working within a combined authority or regional governance environment.
* Familiarity with CRM systems, service desk tools or business process mapping.
* Understanding of statutory frameworks relating to transport, customer rights and public accountability.
Our values
We are a values-led organisation, guided by four core principles:
* Lifting our region – putting long-term outcomes for people and place first
* Working together – building strong, inclusive partnerships
* Making an impact – turning ideas into action with measurable results
* Being human – leading with empathy, authenticity and respect
These values shape how we lead, collaborate and deliver for our communities.
Why join us?
You’ll be part of a purpose-driven organisation working to make the East Midlands more prosperous, sustainable and fairer. This role offers the opportunity to shape high-profile services, influence senior stakeholders, and make a tangible difference to how public services are experienced across the region.
How to Apply
If you are interested and feel you meet the criteria outlined in the job description, please submit your CV and the completed application or expression of interest form to EMCCARecruitment@eastmidlands-cca.org.uk by 2nd January 2026.