Customer Delivery Manager - Ref: EE08026

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

Job summary

Walsall Council's Customer Experience Centre is recruiting a Customer Delivery Manager to shape and lead our frontline services, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green. This is a key management role responsible for driving performance, innovation and delivering high-quality, customer-focused outcomes.

You will lead multiple teams, supporting Team Leaders and staff, use customer insight to improve journeys and collaborate across the Council to set the

Qualifications

• A proven people leader with experience managing operational teams.
• Strong communication, coaching and stakeholder management skills.
• Experience delivering service improvement and managing change.

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

Stakeholder management

Service improvement

Change management

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.

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.