Customer Service & Operations Lead
The Customer Service and Operations team ensures government customers receive exceptional service and operational support for banking and payment activities. It manages customer relationships, resolves complex banking/payment queries, and oversees operational processes to maintain resilience and compliance. The team works closely with suppliers from the banking, payment and merchant acquiring services, internal stakeholders, and customer departments to deliver service excellence and continuous improvement.
As the Customer Service & Operations Lead, you will manage day‑to‑day operations across our banking and payment teams, ensuring service quality, compliance, and continuous improvement. You will lead and develop your team, setting direction, optimising our banking and payment processes using data‑driven insights. You will collaborate with stakeholders to deliver efficient and customer‑focused services in a fast‑paced environment.
Person specification
* A positive, proactive attitude and ability to adapt quickly to new challenges and changing needs.
* Strong leadership skills, inspiring and motivating teams to deliver high performance and to build their own capabilities to meet Government Banking’s customer service needs.
* Excellent organisational skills to manage competing priorities in a fast‑paced environment.
* Ability to build effective relationships with internal and external stakeholders and teams.
* Clear and purposeful communication skills, ensuring involvement and consultation where necessary to gain commitment to goals.
* A commitment to equality, diversity, and inclusion in all aspects of leadership.
* Stretches self, setting learning goals that enable professional development in Government Banking and shares knowledge and expertise to facilitate team learning.
* Excellent stakeholder engagement and communication skills, with the ability to influence and collaborate effectively.
Key responsibilities
* Lead and inspire your team, setting direction, managing performance, development, attendance, and wellbeing in line with HMRC policies.
* Oversee daily operations in customer banking/payment teams, allocating work effectively and balancing resources to meet demand and quality standards, working collaboratively with team leads.
* Manage Customer Relationship Management (CRM) tools and service desk operations with the team, embedding right‑first‑time resolution and ensuring compliance with GDPR and security requirements.
* Develop and maintain performance frameworks (KPIs, risk registers, visual management), analyse data to identify measurable improvements, and remove inefficiencies. Make effective decisions weighing options to overcome delivery challenges.
* Convene cross‑government customers, suppliers, and SMEs to leverage collective knowledge of UK payment schemes, and/or merchant acquiring processes and related ecosystems to prioritise high‑value problems and deliver change at pace, driving innovation and operational excellence.
* Lead key customer service meetings, harnessing combined knowledge, ensuring a strong service mindset, balancing operational and commercial needs while applying awareness of key UK payment schemes (e.g. CHAPS, BACS, Faster Payments) to address customer requirements.
* Work collaboratively with senior leaders across Government Banking providing support and input to help shape delivery goals.
* Proven experience in managing operational teams, including performance, development, and wellbeing.
* Strong understanding of customer service delivery and operational processes in a fast‑paced environment.
* Ability to analyse data and use insights to drive measurable improvements and efficiency.
* Experience in using CRM systems and / or digital tools to manage workflows and improve customer experience.
* Demonstrable knowledge of UK payment processes and related ecosystems.
* Awareness of key UK payment schemes (CHAPS, BACS, Faster Payments).
* Understanding of card payment flows and merchant acquiring processes.
Seniority level
* Associate
Employment type
* Full‑time
Job function
* Customer Service
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