Customer Delivery Leader – Experience Center

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

Job summary

Walsall Council is seeking an experienced Customer Delivery Manager to shape and lead the future of our Customer Experience Centre. You will oversee frontline customer services, drive performance and champion service improvement, supporting teams to deliver high-quality, customer-focused outcomes.

Lead multiple customer-facing teams including Corporate Complaints, Members' Enquiries, Council Tax and Clean & Green, using insights to improve services and journeys.

Qualifications

• A 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.

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.

Job description

Walsall Council is seeking an experienced Customer Delivery Manager to shape and lead the future of our Customer Experience Centre. You will oversee frontline customer services, drive performance and champion service improvement, supporting teams to deliver high-quality, customer-focused outcomes.

Lead multiple customer-facing teams including Corporate Complaints, Members' Enquiries, Council Tax and Clean & Green, using insights to improve services and journeys.