Customer Services Manager (RP0160)

Welwyn Hatfield Borough Council; Welwyn Garden City; On-site; GBP 55,000 - 59,000; Full time

Job summary

A local government council in Welwyn Garden City is seeking a dedicated Customer Services Manager to lead a dynamic customer service team. The successful candidate will enhance service delivery standards through innovative practices and data analysis. Offering a salary starting at £55,051, with opportunities for progression. Benefits include generous annual leave, pension contributions, and health and wellbeing events. This role is pivotal in shaping the customer experience for residents.

Benefits

Generous annual leave

Local pension partnership

Health and wellbeing events

Learning and development programme

Qualifications

• Experience in a fast-paced, front-line environment.
• Passionate about customer service improvements.
• Innovative mindset with a strong track record.

Responsibilities

• Oversee day-to-day operations of a customer service team.
• Embed a First Time Right approach in service delivery.
• Use customer data to identify improvement opportunities.
• Design policies to enhance customer service efficiency.

Skills

Outstanding customer service

Managing diverse teams

Data-informed decision-making

Implementing new technologies

Job description

Overview

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. Oversee the day‑to‑day operations of a fast‑paced, multi‑disciplinary customer service team 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.

Qualifications

• 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.

Benefits

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.

Starting salary is £55,051pa with progression to £58,445pa through annual increments subject to satisfactory service (inclusive of outer fringe allowance). 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.