Location: Swansea (Hybrid) Salary: £44,241 - A Civil Service Pension with an employer contribution of 28.97% Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time As Senior Operations Leader, the role will require you to lead and manage the Operational area to deliver excellent Customer Service, driving the delivery of Operational and Customer Services Directorate (OCSD) Key Priorities, Service Level Agreements, Secretary of State and Agency targets. Key Responsibilities include, but are not limited to: * Support the achievement of key performance targets, performance, and quality standards * Continuously improve customer service by increasing efficiency and effectiveness * Effectively manage risks and customer complaints * Support the delivery of services through a variety of live or back-office channels Benefits 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, such as CIPD, Prince2, apprenticeships, etc. * Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues. * 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 need to have the following experience: * Engaging teams and leaders in a fast-paced environment to achieve key performance targets and quality standards * Leading large Operational areas through significant change * Using diverse insights to improve team performance while demonstrating a customer-first mindset * Working at a Senior level to influence wider strategy around People and Customers