Customer Services Manager (RP0160)

Welwyn Hatfield Borough Council; United Kingdom; 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 lead the customer service teams, ensuring outstanding service and efficient operations. The role requires managing diverse teams and using data to enhance service delivery. You'll be responsible for implementing innovative policies and improving customer interactions. This permanent, hybrid position offers competitive salary and benefits aligned with local government standards, contributing to service transformation for the community.

Benefits

Generous annual leave

National pay award agreements

Local pension partnership

Health and wellbeing events

Learning and development programme

Qualifications

• Proven experience in managing diverse teams in a fast-paced environment.
• Ability to use data to inform decision-making.
• Experience in implementing new technologies and practices.

Responsibilities

• Oversee operations of customer service teams for council and landlord services.
• Foster a customer-first mindset across departments.
• Use customer data to identify service gaps for improvement.

Skills

Customer service excellence

Team management

Data analytics

Innovation

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

• 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.

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.

Benefits

To see all the benefits of working for Welwyn Hatfield Borough Council, visit our careers website: My Rewards – Careers

Other

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