Customer Services Manager

Dudley Metropolitan Borough Council; Dudley; On-site; GBP 45,000 - 60,000; Full time

Job summary

A local government council in the UK seeks an experienced Senior Customer Services Manager to lead the customer services team. The role involves ensuring excellence in service delivery, implementing new processes, and developing a high-performing team. Candidates should have strong leadership skills, a passion for customer service, and experience managing significant budgets. This is an opportunity to make a positive difference in the community while championing innovation and continuous improvement.

Qualifications

• Strong strategic and operational leadership skills.
• Experience managing large teams and significant budgets.
• A passion for customer service excellence and innovation.
• Ability to build effective relationships with stakeholders at all levels.
• Commitment to equality, diversity, and community cohesion.

Responsibilities

• Lead the operational delivery of customer services, ensuring excellence and efficiency.
• Oversee the implementation of new processes and technologies to enhance customer experience.
• Manage and develop a high‑performing team, fostering a culture of continuous improvement.
• Collaborate with colleagues across the council to ensure joined‑up service delivery.
• Monitor performance, analyse feedback, and implement strategies for service enhancement.
• Ensure compliance with all relevant policies, procedures, and regulations.

Skills

Strategic leadership

Operational leadership

Customer service excellence

Stakeholder relationship building

Innovation in service delivery

Job description

Are you passionate about delivering outstanding customer service and leading teams to success? Dudley MBC is seeking a dynamic and experienced Senior Customer Services Manager to join our team and play a pivotal role in shaping the future of our customer service provision. We are committed to making a positive difference in the lives of our residents. As Senior Customer Services Manager, you will be responsible for leading and developing our customer services team, ensuring the highest standards of service delivery to residents and stakeholders. You will drive continuous improvement, champion innovation, and ensure that our services are accessible, efficient, and responsive to the needs of our community.

Responsibilities

• Lead the operational delivery of customer services, ensuring excellence and efficiency.
• Oversee the implementation of new processes and technologies to enhance customer experience.
• Manage and develop a high‑performing team, fostering a culture of continuous improvement.
• Collaborate with colleagues across the council to ensure joined‑up service delivery.
• Monitor performance, analyse feedback, and implement strategies for service enhancement.
• Ensure compliance with all relevant policies, procedures, and regulations.

Qualifications

• Strong strategic and operational leadership skills.
• Experience managing large teams and significant budgets.
• A passion for customer service excellence and innovation.
• The ability to build effective relationships with stakeholders at all levels.
• A commitment to equality, diversity, and community cohesion.

Top tip when applying – As we've got a new recruitment system the application process has changed a little and we hope you'll like it! You'll first need to register and create a profile the first time you apply. Creating your profile will enable you to track your application progress, view emails you've received from us, manage communication preferences, manage interview bookings and receive offer information if successful.