Customer Delivery & Experience Leader

WMJobs; Walsall; On-site; GBP 56,000 - 59,000; Full time

Job summary

Walsall Council is seeking a dynamic Customer Delivery Manager to lead the Customer Experience Centre, oversee frontline customer services and drive performance. You will guide multiple service teams and shape the future of customer service delivery for residents.

The role entails managing Team Leaders across Corporate Complaints, Members' Enquiries, Council Tax and Clean & Green, delivering high-quality, customer-focused outcomes, championing service improvement and innovation in a fast-paced,

Qualifications

• Proven people leader with experience managing operational teams.
• Strong communication, coaching and stakeholder management skills.
• Experience delivering service improvement and managing change.
• A passion for customer experience and achieving positive outcomes for residents.
• Ability to work effectively in a fast-paced, multi-disciplinary environment.

Responsibilities

• Lead and inspire multiple customer-facing teams to deliver excellent services.
• Manage and develop a number of Team Leaders and their staff.
• Drive performance, continuous improvement and customer satisfaction.
• Use customer insight to identify opportunities to improve services and customer journeys.
• Manage operational performance, complaints oversight and service delivery standards.
• Work collaboratively across the Council to embed customer-focused ways of working.

Skills

People leadership

Operational team management

Communication

Coaching

Stakeholder management

Service improvement

Change management

Customer experience

Multi-disciplinary environment

Job description

Walsall Council is seeking a dynamic Customer Delivery Manager to lead the Customer Experience Centre, oversee frontline customer services and drive performance. You will guide multiple service teams and shape the future of customer service delivery for residents.

The role entails managing Team Leaders across Corporate Complaints, Members' Enquiries, Council Tax and Clean & Green, delivering high-quality, customer-focused outcomes, championing service improvement and innovation in a fast-paced,