operations lead Work, Jobs in scotland (with Salaries)

Customer Operations Team Lead
HBNL —Inverness
- £32,000 a year
- Full-time
Quick apply
12d
Property Operations Site Lead
QinetiQ —Isle Of Benbecula
- Full-time
- Leadership
- Employee discount
Lead Consultant (Car Parking Strategy & Operations)
Fife Council —Glenrothes
- £47,604.34 - £57,196.54 a year
- Full-time
- Communication skills
- Employee discount
4d
Shipbuilding Operations Strategy Lead
Babcock International —Dunfermline
- Full-time
- Project management
- No degree
- Leadership
- Annual leave
- Employee assistance programme
Strategic Lead (Business Growth) - EAY12564
East Ayrshire Council —Kilmarnock
- £57,130 - £62,426 a year
- Full-time
2d
Publishing Operations Content Technical Lead
Public Library of Science —Glasgow
- £50,000 - £53,000 a year
- Remote
- Project management
- Bachelor's degree
- Travel
ISO Lead Auditor / ISO Consultant - Scotland
IMSM —Scotland
- Hybrid work
- Organisational skills
- In-person
- Communication skills
HSE Lead (Operations & Projects)
PDMS —Aberdeen
- Full-time
- Engineering
- English
- Microsoft Office
Treasury Operations Lead
Borr Drilling —Aberdeen
- Full-time
- English
- Bachelor's degree
- IT
2d
Lead Project Planner
Baker Hughes —Aberdeen
- Full-time
- Oracle
- Master's degree
- Bachelor's degree
- Flexible schedule
- Life insurance
HR Lead - International Operations Support
Borr Drilling —Aberdeen
- Full-time
- Supervising experience
- Bachelor's degree
- Human resources
Cash & Card Operations Lead - Vice President
JPMorganChase —Edinburgh
- Full-time
- Management
- Analysis skills
- Team management
Improvement Lead - National Social Work Agency
The Scottish Government —Edinburgh
- Full-time
- Presentation skills
Global Material Planning Lead
Baker Hughes —Aberdeen
- Full-time
- Oracle
- ERP systems
- Organisational skills
- Life insurance
Improvement Lead - National Social Work Agency (Req 3509
Scottish Government —Edinburgh
- £62,111 - £77,439 a year
- Full-time
- Presentation skills
ITO Project Sourcing Lead
Baker Hughes —Aberdeen
- Full-time
- Bachelor's degree
- Life insurance
Senior Manager, Delivery Lead - Investment Management & Wealth, Operations Industry & Domain Solutions, Technology & Transformation
Deloitte —Edinburgh
- Hybrid work
- Management
- Mentoring
- Agile
Offshore Supply Chain Strategy Lead
Public Sector Resourcing —Aberdeen
- Full-time
- Continuous improvement
- Communication skills
- Annual leave
9d
Lead Project Manager
Leonardo UK Ltd —Edinburgh
- £65,000 - £75,000 a year
- Full-time
- Hybrid work
- Project management
- Agile
- Business
- Flexible schedule
- Referral programme
Enterprise Planning Lead - 12 Month Fixed Term Contract
Diligenta —Edinburgh
- £76,930 - £96,160 a year
- Full-time
- Presentation skills
- Financial services
- Leadership
- Employee assistance programme
Quick apply
10d

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Customer Operations Team Lead

HBNL
Inverness

Quick apply

Job details

Full-time
£32,000 a year
12 days ago

Full job description

Job Advert

Are you a natural communicator who loves helping people?

As our Customer Operations Team Lead for the Customer Service team, you will play a key hands‑on leadership role within a fast‑paced contact centre environment. You will be both a leader and an active operational contributor, ensuring high‑quality customer service while directly supporting day‑to‑day service delivery.

Our Customer Service team is the first point of contact for customers, and every call is an opportunity to make a difference. You will ensure customers receive the right help, at the right time, delivered with empathy, accuracy, and efficiency.

In addition to leading quality and performance standards, you will be expected to actively participate in frontline activity, including answering calls and handling customer queries in line with service demand, particularly during peak periods, staff shortages, or operational pressures.

You will take ownership of service quality through regular call audits and quality control checks, ensuring all customer interactions are compliant, accurate, and customer‑centred. You will monitor team and individual KPIs, including call answer rates, response times, booking accuracy, productivity, and customer feedback, using insight and data to drive continuous improvement and maintain high performance standards.

Using your experience in KPI management and coaching, you will create a supportive and accountable culture where staff feel well‑trained, confident, and motivated to deliver excellent service. From onboarding new starters and developing existing team members, to resolving complex or escalated customer issues, you will be a steady, visible presence that keeps operations running smoothly while continuously raising the bar for quality and customer experience.

What You’ll Be Doing

Lead, motivate, and support the contact centre team to deliver consistent, high‑quality, customer‑focused service.
Actively support day‑to‑day operations, including answering customer calls and handling enquiries in line with demand and operational need.
Take ownership of service quality by conducting regular call audits and workflow checks to ensure accuracy, compliance, and excellent customer interactions.
Produce and maintain daily, weekly, monthly, and quarterly performance reports tracking call quality, KPIs, and operational trends.
Monitor and manage KPIs including call handling times, abandonment rates, ticket volumes, booking accuracy, productivity, and customer satisfaction.
Provide regular coaching, feedback, and performance support.
Train, onboard, and upskill new starters and existing team members on systems, processes, and customer communication standards.
Foster a positive, accountable culture where staff feel supported, confident, and clear on expectations.
Resolve complex customer enquiries, complaints, and escalations efficiently and professionally.
Support staff during periods of high demand or pressure, acting as an escalation point when required.
Identify trends, risks, and improvement opportunities, implementing changes to workflows and service delivery.
Collaborate with key stakeholders to ensure smooth communication, aligned processes, and consistent standards.
Promote continuous improvement, quality assurance, and compliance across all customer service activity.

What You’ll Need

A customer-first mindset and a passion for creating positive experiences.
Previous experience as a team leader in a customer-facing role (retail, hospitality, office-based, or similar).
Strong teamwork skills — you’ll be part of a small, supportive team working towards shared goals.
Flexibility to work a full-time shift which includes some early evening finishes (8pm) and with occasional Saturdays 9–5.

Quick apply

Refine Your Search

operations lead jobs in scotland

Customer Operations Team Lead

Property Operations Site Lead

Lead Consultant (Car Parking Strategy & Operations)

Shipbuilding Operations Strategy Lead

Strategic Lead (Business Growth) - EAY12564

Publishing Operations Content Technical Lead

ISO Lead Auditor / ISO Consultant - Scotland

HSE Lead (Operations & Projects)

Treasury Operations Lead

Lead Project Planner

HR Lead - International Operations Support

Cash & Card Operations Lead - Vice President

Improvement Lead - National Social Work Agency

Global Material Planning Lead

Improvement Lead - National Social Work Agency (Req 3509

ITO Project Sourcing Lead

Senior Manager, Delivery Lead - Investment Management & Wealth, Operations Industry & Domain Solutions, Technology & Transformation

Offshore Supply Chain Strategy Lead

Lead Project Manager

Enterprise Planning Lead - 12 Month Fixed Term Contract

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