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Head of Business Operations and Customer Services
2 weeks ago
Deliver Excellence for Our Region – Lead EMCCA's Business Operations and Customer Services
East Midlands Combined County Authority (EMCCA) is the first mayoral combined county authority in the country – a bold new organisation established in 2024 to drive growth and opportunity across Derbyshire, Nottinghamshire, Derby and Nottingham. By bringing decision-making closer to our region, we're creating a better connected, more competitive and more prosperous East Midlands.
We're now looking for a Head of Business Operations and Customer Services – a pivotal leadership role ensuring that our organisation runs smoothly, efficiently, and always with our residents and communities in mind. This is a unique opportunity to help shape how EMCCA delivers excellent services for the people of the East Midlands – putting customer experience, digital innovation, and sustainability at the heart of everything we do.
About The Role
Reporting to the Director of Digital, you'll lead integrated operational functions including Health & Safety, Property, Customer Services, and Executive Support. You'll drive strategic planning, champion innovation, and embed continuous improvement across EMCCA – ensuring our systems, spaces and services support outstanding outcomes for residents, businesses, and partners.
You Will
- Lead the integration of business operations and deliver customer service excellence across multiple channels, ensuring residents receive accessible, high-quality support.
- Oversee facilities, property management and health & safety compliance, promoting safe, modern and efficient working environments.
- Champion digital transformation, using technology to improve service responsiveness and user experience.
- Embed sustainability and environmental responsibility into everyday operations.
- Lead and inspire teams, fostering collaboration, accountability and a culture of continuous improvement.
This is a great opportunity to shape how a new regional authority delivers operational excellence – making sure every service EMCCA provides is efficient, responsive, and focused on improving life across our communities.
About You
You're a proven operational leader, experienced in delivering measurable improvements across complex, multi-functional environments. You understand how great internal systems underpin excellent public services, and you're motivated by the chance to make a real difference for residents and partners across our region.
You'll Bring
- A degree-level qualification in a business-related field (essential).
- Extensive experience in business operations, customer service or corporate services leadership.
- Strong analytical and communication skills, with the ability to present complex information clearly and persuasively.
- Proven success in improving systems and processes to enhance service quality and efficiency.
- A collaborative, innovative and values-driven approach. Experience in the public sector, and knowledge of local or central government frameworks, would be an advantage.
Why EMCCA?
We're a values-driven organisation – lifting our region, working together, making an impact, and being human. Join us and help build a prosperous, sustainable and fairer East Midlands from the ground up.
This is your chance to be part of something new – shaping how our region works, improving services for our residents, and leaving a legacy that will benefit generations to come.
How To Apply
Please submit an up-to-date CV (maximum three sides of A4) and a cover letter outlining your experience and achievements. Your cover letter should include:
- Why you are interested in joining EMCCA (250 words)
- What you can bring to EMCCA, including how your skills, knowledge and experience align to the role.
To apply, or for an informal discussion about the role, please contact EMCCA HR at -
EMCCA is committed to building a diverse and inclusive workforce. We welcome applications from people of all backgrounds and will make reasonable adjustments to support candidates throughout the recruitment process.
