Customer Delivery Manager

Walsall Council; Willenhall; On-site; GBP 45,000 - 62,000; Full time

Job summary

Walsall Council is seeking a dynamic Customer Delivery Manager to shape and lead our Customer Experience Centre. You will oversee frontline customer services, drive performance and champion service improvement, ensuring residents receive an outstanding experience.

Lead multiple customer-facing teams, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green, supporting Team Leaders to deliver high-quality, customer-focused outcomes in a fast-paced environment.

Qualifications

• Must have proven people leadership experience.
• Experience delivering service improvement and managing change.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead and inspire multiple customer-facing teams to deliver excellent services.
• Drive performance, continuous improvement and customer satisfaction.
• Use customer insight to identify opportunities to improve services and customer journeys.

Job description

Are you an experienced leader with a passion for customer service, operational excellence and service improvement? Walsall Council is looking for a dynamic Customer Delivery Manager to help shape and lead the future of our Customer Experience Centre. This is a key management role responsible for overseeing frontline customer services, driving performance, championing innovation and ensuring residents receive an outstanding customer experience. You will lead a number of service teams, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green, supporting Team Leaders and staff to deliver high-quality, customer-focused outcomes. At Walsall Council, we're committed to putting residents at the heart of everything we do. If you're ready to lead high-performing teams, drive innovation and make a real difference to the people of Walsall, we'd love to hear from you. Join us and help set the standard for exceptional customer service. What you'll do:

• 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.
• 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.
• Ability to work effectively in a fast-paced, multi-disciplinary environment.