Operations Director - Public Sector Contact Centre
Location:Hybrid UK North West, Scotland or North East
£65,000 & £12,000 Bonus
Contract Type: Permanent, Full‑Time
About the Role
We are seeking an experienced Operations Director to lead and oversee the delivery of large‑scale public sector contact centre operations. This is a senior leadership role with responsibility for operational excellence, service performance, and strategic transformation across complex, high‑volume citizen services.
You will be accountable for the end‑to‑end operational delivery of contact centre and associated back‑office services, ensuring contractual, financial and service outcomes are consistently achieved while driving continuous improvement and innovation.
This role suits a leader with proven experience operating within central or local government frameworks, regulated environments, and outcome‑based contracts.
Key Responsibilities for this Operations Director role
Provide strategic and operational leadership across multi‑site public sector contact centre operations
Own delivery against service levels, KPIs, SLAs and contractual obligations
Lead large, diverse operational teams including senior managers and functional heads
Ensure strong governance, compliance and risk management aligned to public sector standards
Drive operational efficiency, productivity and continuous improvement initiatives
Oversee workforce planning, resource optimisation and demand forecasting
Partner closely with Client Directors and public sector stakeholders to maintain trusted relationships
Lead service mobilisation, transformation and change programmes
Own operational financial performance, cost control and margin delivery
Champion service quality, customer experience and colleague engagement
Ensure readiness for audits, inspections and performance reviews
About You
Proven experience in a senior operational leadership role within public sector contact centres
Strong background delivering large‑scale, high‑volume citizen services
Demonstrable experience operating under public sector contracts and frameworks
Excellent understanding of SLAs, KPIs, service credits and performance regimes
Track record of leading complex, multi‑site operations
Commercially astute with experience managing large operational budgets
Confident engaging with senior public sector stakeholders and commissioners
Experience of transformation, service improvement or technology‑enabled change
Data‑driven decision‑maker with strong reporting and analytical capability
A visible, credible leader with strong people‑management and engagement skills
Desirable Experience
NHS, DWP, Local Authority or wider Central Government experience
Exposure to digital contact centre transformation or omni‑channel delivery
Experience supporting mobilisation or scale‑up of public services
Degree‑level education or equivalent operational experience
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.
This electronic message may contain proprietary and confidential information. The information is intended to be for the use of the individual(s) or entity(ies) named above. If you are not the intended recipient or authorised to receive this e-mail for the intended recipient, you may not use, copy, disclose or distribute to anyone this message or any information contained in this message. If you have received this electronic message in error, please notify me by replying to this e-mail