Children's Services Customer Relations Manager

Wokingham Jobs; Wokingham; On-site; GBP 40,000 - 50,000; Full time

Job summary

A Local Government Organization is seeking a Customer Relations Manager to enhance family engagement and complaints management in Children's Services. This full-time, permanent role involves leading complaints processes, providing expert guidance, and driving service improvements based on feedback. Ideal candidates should have a degree or equivalent experience, strong communication skills, and a commitment to customer-focused service. The position is located in Wokingham with a focus on building community relationships.

Benefits

Generous annual leave entitlement (31 days)

Local Government Pension Scheme

Employee Assistance Programme

Free onsite gym

Learning & Development Opportunities

Qualifications

• Experience in partnership working and stakeholder management.
• Track record of driving customer-focused service improvements.
• Ability to analyse data and influence decision-making.
• Understanding of the SEND landscape and relevant legislation.

Responsibilities

• Lead and manage the statutory Children’s Services complaints process.
• Provide expert guidance and leadership around effective complaints handling.
• Transform feedback into insight to improve service culture.
• Promote open engagement with families through community events.

Skills

Customer-focused service improvements

Communication skills

Stakeholder management

Data analysis

Education

Degree-level qualification or equivalent experience

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Are you passionate about improving the experiences of children, young people, and families? Do you thrive on driving service improvement, championing customer voice, and shaping a culture of transparency and learning?

If so, this is your opportunity to make a real difference at the heart of Children's Services.

We have a fantastic opportunity available for a Customer Relations Manager to join our Children's Services Team at Wokingham Borough Council, on a full time, permanent basis.

As the Customer Relations Manager you will be the champion for how our services engage with families, resolve concerns, and use feedback to evolve. You'll work alongside senior leaders, frontline teams, community partners and families to ensure that Children's Services remains open, responsive and committed to learning.

We are seeking an enthusiastic and influential Customer Relations Manager to lead the strategic development and operational delivery of our Children’s Services Complaints Framework across Social Care and SEND. This role is central to strengthening how our services engage with families, resolve concerns, and use feedback to evolve.

Key responsibilities

• Lead and manage the statutory Children’s Services complaints and representations process across Social Care and SEND.
• Act as the primary point of contact for complaints, MP/Councillor enquiries, LGSCO investigations and complex customer issues.
• Ensure compliance with all statutory timescales and regulatory requirements.
• Provide expert guidance, training and leadership to teams around effective complaints handling and a culture of learning.
• Transform feedback into insight, driving improvements in policy, practice, systems and service culture.
• Develop and present key performance metrics to senior leaders.
• Work collaboratively with partners including the Local Offer Coordinator, SEND Voices, CAN Network and SENDIASS.
• Promote open, accessible engagement with families through community events, webinars and drop-ins.
• Act as a SEND subject matter specialist.
• Support with identifying and celebrating compliments and good practice.

Candidate requirements

Essential

• Degree-level qualification or equivalent experience.
• Experience in partnership working and stakeholder management.
• Track record of driving customer-focused service improvements.
• Strong communication skills.
• Ability to analyse data and influence decision-making.
• Understanding of the SEND landscape and relevant legislation.

Desirable

• Management qualification.
• Experience in large or political organisations.
• Experience benchmarking good practice in complaints.

Staff Benefits

• Generous Annual Leave entitlement of 31 days (rising by 5 days after 5 years of continued local government service), plus bank holidays
• Local Government Pension Scheme
• GP Helpline 7 days per week
• Employee Assistance Programme with a 24/7 Your Care confidential helpline
• Free Eye Tests and Flu Vaccines
• Free Onsite Gym (located at Shute End, Wokingham)
• Salary Sacrifice Schemes - including Car and Cycle to Work
• Local & Lifestyle Discounts - savings on shopping, entertainment, restaurants, and more
• Move through Menopause Course
• Sports & Social Group Activities - running, football, cricket, and more
• Learning & Development Opportunities
• Employee Networks
• And more!

Additional Information

• Enhanced DBS required.
• Some lone working and travel required.
• Work with children and vulnerable adults is involved.

About Wokingham

Wokingham Borough sits in the heart of Berkshire, close to Reading and London, with great transport links. It’s a safe and thriving place to live and work, with good schools, open countryside, and a strong sense of community.

Ready to Make an Impact?

Apply today and help build a service where every child’s experience matters.

For an informal chat, please contact Sara James, Head of Quality Assurance & Safeguarding via email - [e-mail]

Closing Date: 11th January 2026, 11pm

Interview Date: 19th January 2026

If your application is shortlisted for an interview, you will be required to provide proof of your right to work in the UK at that stage. Additionally, successful candidates must present proof upon receiving a job offer.

Please note that all offers are conditional and subject to the satisfactory completion of pre-employment checks.

Please be aware that we will be reviewing the applications we receive on a daily basis, and we reserve the right to close the advert early if suitable candidates are identified.

Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment. All successful candidates for this role will be subject to Disclosure & Barring Service (DBS) checks along with other relevant employment checks.

Due to the high volume of applications we receive, we regret that we are unable to respond to every applicant individually.

If you do not hear from us within 4 weeks of the application closing date, please assume that your application has not been successful on this occasion.

We appreciate your interest in joining Wokingham Borough Council and thank you for taking the time to apply.

Wokingham is an equal opportunities employer.

How to apply

Please apply online via the link provided.

Please note, we do not accept CVs submitted without a fully completed online application form.