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 ...