Customer Services Manager

Liverpool City Region Combined Authority; Liverpool City Region; On-site; GBP 48,980 - 53,031; Full time

Benefits offered by this job

Local Government Pension Scheme

Generous holiday entitlement

Free travel around Liverpool City Region

Flexible and hybrid working

24/7 Employee Assistance Programme

Job summary

A local governmental body is seeking a Customer Services Manager to lead a dynamic team in Liverpool. You will oversee a busy contact center and develop strategies to enhance customer experience. The ideal candidate should have experience in managing multi-channel contact services and knowledge of digital solutions, ensuring all standards are met. This position offers a competitive salary, benefits, and a supportive working environment.

Qualifications

• Experience in managing a multi-channel contact centre.
• Strong understanding of digital customer service tools.
• Ability to motivate teams in challenging environments.

Responsibilities

• Oversee day-to-day management of the customer service function.
• Lead a high-volume, multi-channel customer contact service.
• Develop and deliver a customer experience strategy.

Skills

Customer service management

Digital customer delivery solutions

Team motivation

GDPR knowledge

Organizational skills

Communication skills

Education

Level 5 Management Professional Qualification

Job description

• Employer: Liverpool City Region Combined Authority
• Location: No 1 Mann Island, Liverpool
• Contract: Permanent
• Working Pattern: Full Time
• Hours: 35 hours per week
• DBS Check: No
• Closing Date: 09/01/2026 at 16:00
• Reference: PL/25/328294
• Salary: £48,980- £53,031

About The Role

We’re looking for an inspiring Customer Services Manager to join our dynamic organisation and play a pivotal role in shaping the future of customer service across the Liverpool City Region Combined Authority (LCRCA). As Customer Services Manager, you’ll oversee the day‑to‑day management and development of our customer service function, including our busy contact centre, comments team, and other administrative services. You’ll set clear targets, drive continuous improvement, and ensure every customer interaction meets the highest standards – whether by phone, email, webform, or social media. You’ll lead and motivate a talented team, championing a culture of excellence, wellbeing, and inclusivity, delivering a seamless, joined‑up experience for everyone who needs our support.

What You’ll Do

• Lead a high‑volume, multi‑channel customer contact service (telephony, digital, social media, complaints, and back‑office functions)
• Develop and deliver a customer experience strategy that puts customers at the heart of everything we do
• Use data, customer insight, and feedback to drive service improvements and accessibility
• Proactively set, monitor, and publish service level agreements (SLAs) across all customer channels – taking decisive action to address gaps and ensure every touchpoint consistently meets our published standards
• Inspire, develop, and support your team, promoting wellbeing and continuous learning
• Oversee resource planning, performance management, and service delivery across multiple sites
• Embed digital innovation and champion new technologies to enhance customer service
• Ensure compliance with relevant legislation and standards (GDPR, PCI DSS, BACS, health & safety)
• Promote equality, diversity, and inclusion in all aspects of service and employment
• Build strong relationships with internal teams and external partners to support service delivery

About The Person

You’re an experienced customer service leader with a passion for people and process improvement. You thrive in fast‑paced environments, are digitally savvy, and have a proven track record of managing multi‑channel contact centres. You’re a natural motivator, able to inspire teams and drive positive change.

Essential Skills & Experience

• Previous experience in a customer service environment, ideally managing a multi‑channel contact centre
• Strong understanding of digital customer delivery solutions (social media, live web chat, automated assistance)
• Excellent communication, organisational, and team‑working skills
• Ability to motivate and develop staff in a challenging, customer‑facing environment
• Experience managing resources across multiple sites and remote locations
• Knowledge of GDPR, data protection, and industry compliance standards
• Commitment to equality, diversity, and inclusion

Desirable

• Working towards or holding a Level 5 Management Professional Qualification
• Experience applying health & safety, environmental, and quality management practices

Why Join Us

• Be part of a forward‑thinking organisation committed to making a real difference for our communities
• Lead a passionate team and shape the future of customer service in the Liverpool City Region
• Enjoy a supportive, inclusive, and flexible working environment
• Access to ongoing learning and development opportunities

If you think you match the job description and our values, click on the link to apply. Please provide clear examples and evidence in your application of how you meet the key essential criteria. The information you provide will be used for shortlisting.

Application Evidence

• Previous experience working in a Customer Service environment or customer‑focused multi‑channel Contact Centre: Demonstrated leadership in a fast‑paced, multi‑channel customer service environment, consistently delivering high‑quality service and driving improvements across all customer touchpoints.
• Managing and motivating multidiscipline teams across different site locations, including remote working: Proven ability to lead, motivate, and develop diverse teams across multiple locations – ensuring strong performance, engagement, and seamless service delivery regardless of work setting.
• Experience and knowledge of digital‑based customer delivery solutions including social media, live web chat and automated virtual assistance: Led the implementation and optimisation of digital customer service solutions, leveraging technology such as social media, live chat, and virtual assistants to enhance accessibility and customer satisfaction.

Staff Benefits

• Local Government Pension Scheme contributions between 5.5% and 12.5%
• Generous holiday entitlement of 29 days rising to 34 days after 5 years service, plus bank holidays and the option to buy 10 additional days
• Free travel around Liverpool City Region with an All‑Zone Metro card worth £1,450 per year plus All Zones Off‑Peak Trio ticket for your spouse or partner
• Flexible and hybrid working
• 24/7 access to Employee Assistance Programme for you and your family and free counselling service
• Automatic enrolment to our Westfield Health Programme
• Corporate discounts at council‑owned gyms
• Bike to Work Scheme
• Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and an interest‑free learning loan of £1k for any non‑job‑related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: (i) have a disability, (ii) are from a Black, Asian or Minority Ethnic background, or (iii) are a member of a reservist or have close family links to a member of the Armed Forces, as we are under‑represented by people from these communities. To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form and clearly demonstrate in your application how you meet the key essential criteria. Applications that do not include this evidence will not be considered under the guaranteed interview schemes. The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

We actively promote diversity and inclusion. This role may be eligible for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa.

How to apply

Please apply online via the link provided. CV applications will only be accepted alongside a completed personal and monitoring information online application form.