Senior Manager (Customer Services) - NAY18013

Job Summary

Interviews for this position will take place on 23rd November 2026

We are a disability confident leader and we support reasonable adjustments throughout the recruitment process - for more information click important-information-for-applicants (north-ayrshire.gov.uk)

Are you an experienced leader with a passion for delivering excellent customer services and driving transformational change? North Ayrshire Council is seeking an ambitious and forward-thinking Senior Manager (Customer Services) to lead the strategic development and delivery of our Customer Services function. This is a key leadership role with responsibility for ensuring our services remain customer-focused, efficient, responsive and fit for the future. In this role, you will provide strategic leadership across a range of essential services, including the Council's Contact Centre, Customer Service Centres, Registration Service, Business Support functions and Benefits services. You will lead high-performing teams, oversee service improvement initiatives and champion innovative digital solutions that enhance the customer experience and support organisational transformation. We are looking for a proven leader with substantial experience in customer services, a track record of operating at a senior level within a complex organisation and experience of leading multidisciplinary teams. You will possess excellent communication, influencing and relationship-building skills, together with the ability to deliver strategic objectives, manage budgets and inspire teams to achieve outstanding results. This is an exciting opportunity to play a leading role in shaping how the Council delivers services to our communities, promoting innovation, continuous improvement and more effective ways of working. You will work closely with colleagues, elected members, customers and partner organisations to deliver high-quality services that meet the needs of North Ayrshire's residents. At North Ayrshire Council, our values of Focus, Passion and Inspiration underpin everything we do. We are committed to putting customers first, embracing innovation and working collaboratively to achieve the best outcomes for our communities. If you have the vision, leadership skills and commitment to customer excellence that we are looking for, we would welcome your application.

For more details see the attached Role Profile below.

Before you apply, find out a little bit about us and why we are a Great Place to Work.

Staff Values & Behaviours

North Ayrshire Council uses behavioural based approach throughout the recruitment process. Our staff values of Focus, Passion & Inspiration will be explored for this vacancy.

Further information on our Staff Values and how to complete behaviour based application form questions is available on the Staff values and behaviours (north-ayrshire.gov.uk).

Additional Information

References

For your information if this post requires references you will be notified of further details if you are successful in gaining an interview. Not providing relevant references when requested may delay the outcome of the interview process.

Our Workstyles

As an employer of choice, North Ayrshire Council has identified four different Workstyles. Each post in the council has been allocated one of these styles:

Agile – 100% of time spent working agile (flexibly) and interacting with others. Able to work at home, office or multiple locations. May be required to attend office on set days/rota basis as the role requires.

This post has been allocated the workstyle: Agile

More information on our workstyles can be found in our HR Guide - Workstyles (north-ayrshire.gov.uk). If you have any questions on the allocated Workstyle for this post, please ask at interview.

Use of AI in Applications

Applicants may use AI tools to assist with drafting or refining their application. However, AI should only be used to enhance an application and must not replace personal experience or be used to generate content wholly on the applicant’s behalf. Where it is identified that AI has been used to create an application in full or to falsify responses, this will be taken into account within the scoring, and your application may not be progressed.