Senior Customer Service Leader


Company:	Government Recruitment Service
Salary:	£57,946 to £68,205 a year
Hours:	Full-time
Location:	East Kilbride
Job type:	Permanent
Posting date:	7 Oct 2026
Closing date:	19 Oct 2026

Apply for this job

Summary

This is a high-profile and business-critical leadership role within the Jobs and Careers Service Operations Directorate, offering the opportunity to influence services that support millions of people across Scotland and Northern England.

As a Senior Customer Service Leader (Grade 7), you will be responsible for the performance, delivery, and customer outcomes across multiple service delivery sites within a geographical area. You will create and sustain an inclusive, high-performing culture where colleagues are empowered to deliver excellent, compassionate, and tailored services to our diverse customer base.

Leading through others, you will drive colleague engagement, develop leadership capability, and set clear standards for performance, professionalism, and customer service. You will ensure resources are deployed effectively to achieve organisational priorities while fostering a culture of accountability, innovation, and continuous improvement.

You will provide strategic leadership and coaching to senior leaders and management teams, helping them navigate change, improve performance, and build highly engaged and effective teams. A key aspect of the role will be developing strong relationships with internal and external stakeholders, enabling collaborative solutions that deliver better outcomes for customers and communities.

This role offers a unique opportunity to make a meaningful difference to people's lives by supporting the delivery of the UK Government's employment and welfare objectives, including:

Helping people move into work and supporting those already in employment to progress and achieve their potential.
Delivering effective, efficient, and innovative services to millions of customers, including some of the most vulnerable members of society.
Improving the customer experience while ensuring value for money for taxpayers.

Operating within a fast-paced and continually evolving environment, you will play a pivotal role in shaping service delivery, driving operational excellence, and leading transformational change. This is an excellent opportunity for an ambitious and inspirational leader to further develop their career while delivering real social impact at scale. Please see the attachments section for geographical areas and the sites within each area.

Please note, this vacancy is not currently eligible for new applications for Visa Sponsorship on the Skilled Worker route, for any candidates who do not currently have permission to be in the UK as a Skilled Worker where they were sponsored before 4 April 2024, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice.

Key Responsibilities:

Provide strategic leadership and direction across multiple service delivery sites, ensuring the effective delivery of organisational priorities and objectives.
Lead, inspire and develop a large, geographically dispersed workforce through senior leaders and management teams.
Deliver outstanding operational performance, ensuring services are efficient, effective and focused on customer outcomes.
Drive continuous improvement and innovation, identifying opportunities to improve service quality, productivity and customer experience.
Lead transformational change programmes and support colleagues through organisational and operational change.
Develop leadership capability across the business through coaching, mentoring and talent development.
Build and maintain effective relationships with key internal and external stakeholders, influencing at senior levels to achieve shared objectives.
Ensure effective workforce planning and resource deployment to meet changing business demands.
Promote an inclusive culture where colleagues feel valued, supported and empowered to perform at their best.
Use data, insight and performance information to inform decision-making, identify risks and drive sustainable improvements.

Apply for this job

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.