Decision details

Customer Operations Service Restructure

Decision Maker: Executive Director of Resources

Decision status: Recommendations Approved

Is Key decision?: No

Is subject to call in?: No

Purpose:

This report seeks approval to implement a revised Customer Operations structure aligned to the new Customer Empowerment Framework, designed to strengthen frontline capacity, improve outcomes for residents, and provide a sustainable approach to managing demand.

Contact: Fran Lautman, Assistant Director of Customer Experience Email: fran.lautman@oldham.gov.uk Email: fran.lautman@oldham.gov.uk.

Publication date: 31/03/2026

Date of decision: 31/03/2026

Accompanying Documents: