Customer Services Manager (RP0160)

Welwyn Hatfield Borough Council; Fordingbridge; Hybrid; GBP 55,000 - 59,000; Full time

Job summary

A local government authority in the United Kingdom is seeking a Customer Services Manager to enhance service delivery and uphold customer standards. The successful candidate will oversee operations, lead a team, and implement improvements using data analysis. This hybrid role requires 3 office days weekly. Competitive salary and extensive benefits are offered. Apply before the 25 January 2026 deadline to contribute to shaping community services.

Benefits

Generous annual leave

Health and wellbeing events

Learning and development programme

Qualifications

• Experience managing diverse teams in a fast-paced environment.
• Skilled in using data for service improvements.

Responsibilities

• Oversee day-to-day operations of customer service teams.
• Foster collaboration and efficiency across departments.
• Implement policies that meet customer demand.

Skills

Customer service passion

Team management

Data-driven decision making

Innovative practices

Job description

Customer Services Manager (RP0160)

Starting salary is £55,051pa with progression to £58,445pa through annual increments subject to satisfactory service (inclusive of outer fringe allowance). 37 hours per week, hybrid (3 days in the office), permanent role.

About the Role

Reporting directly to the Assistant Director (Customer Services & Transformation), you will play a pivotal role in upholding and enhancing the Council's customer service standards. Central to this role is embedding a First Time Right approach across the organisation, ensuring every customer interaction is efficient, effective, and positive. As the Council's customer service expert, you will lead by example, setting the tone for customer excellence across the customer service teams and wider organisation.

Key Responsibilities

Oversee the day-to-day operations of a fast-paced, multi-disciplinary customer service teams serving both council and landlord services. Foster collaboration, efficiency, and a customer-first mindset across departments. Use robust customer contact data to identify service gaps and opportunities for improvement. Design and implement policies and procedures that drive meaningful change and ensure services meet customer demand.

About You

We're looking for a dynamic leader who is: Passionate about delivering outstanding customer service. Experienced in managing diverse teams in a fast-paced, front-line environment. Skilled in using data to inform decision-making and service improvements. Innovative, with a track record of implementing new technologies and practices. This role is politically restricted. This role is hybrid. You will be required to attend the office 3 days a week.

Why Join Us

This is an exciting opportunity to make a real impact on how the Council delivers services to its community. You'll be at the forefront of shaping the future of customer service and ensuring we put residents at the heart of what we do. You will have access to the local government benefits such as generous annual leave, national pay award agreements, and the local pension partnership. We offer a wide range of health and wellbeing events as well as a learning and development programme. To see all the benefits of working for Welwyn Hatfield Borough Council, visit our careers website: My Rewards - Careers. Please note that we do not offer sponsorship for employment in the UK. Closing date for applications is 25 January 2026.

Remote assessments will be held on 30 January 2026. Face to face interviews will be held on 6 February 2026.

Keywords

• Welwyn hatfield
• customer services
• transformation
• policies
• procedures
• customer first
• leadership
• frontline
• data analytics
• local government