Customer Delivery Manager - Ref: EE08026

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

Job summary

Walsall Council is seeking an experienced Customer Delivery Manager to lead the Customer Experience Centre and oversee frontline services. You will drive performance, champion innovation and ensure residents receive outstanding customer care.

The role involves leading several teams, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green, with a focus on continuous improvement and high-quality outcomes for residents.

Qualifications

• Experience leading multiple front-facing service teams.
• Strong communication and influencing skills with stakeholders.
• Proven track record in service improvement and change delivery.

Responsibilities

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

Skills

People leadership

Operational management

Stakeholder management

Communication skills

Job description

Customer Delivery Manager - Ref: EE08026

G12: £55,662 - £59,490 per annum.

Customer Experience Centre At Walsall Council

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.

What we're looking for:

• 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.

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.

Job Description

This job description and employee specification can be found on the council website.

Closing Date: 25th September 2026

Please note: This post may be closed earlier than the published closing date should we receive a large number of applications.