The Customer Services Performance Delivery lead is a key senior leadership role within Customer Services Group (CSG), responsible for leading and developing CSG's central performance, insight, services and Project control functions. The postholder will work across the whole of Service Delivery to translate insight into action, improving customer outcomes, operational performance, organisational resilience and delivery of strategic priorities.
Passionate about people and public service excellence, the individual will be accountable for establishing a high-performing operational function that brings together workforce planning and resource modelling, business intelligence and analytics, benchmarking, quality and complaints insight, risk integration and project coordination. This role directly supports the HMLR 2026+ Strategy of improving the experience for our customers through embedding a customer resolution focus and improving the quality of all services we provide.
The post holder will provide visible and inclusive leadership across a national team and through the effective use of data, customer insight and operational intelligence, will help ensure CSG delivers consistent, efficient and customer-focused services that support organisational priorities and service standards.
The successful candidate will champion evidence-based decision making, enabling leaders to manage using live performance data rather than hindsight, removing complexity and maximising the use of technology. They will foster a culture of accountability, continuous improvement and operational excellence, ensuring that customer needs, a dedication to a high service quality, customer accessibility and business outcomes remain at the centre of decision making.
