Senior Customer Experience & Delivery Manager

Walsall Council; Walsall; On-site; GBP 56,000 - 59,000; Full time

Job summary

Walsall Council's Customer Experience Centre is recruiting a Customer Delivery Manager to shape and lead our frontline services, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green. This is a key management role responsible for driving performance, innovation and delivering high-quality, customer-focused outcomes.

You will lead multiple teams, supporting Team Leaders and staff, use customer insight to improve journeys and collaborate across the Council to set the

Qualifications

• A proven people leader with experience managing operational teams.
• Strong communication, coaching and stakeholder management skills.
• Experience delivering service improvement and managing change.

Responsibilities

• Lead and inspire multiple customer-facing teams to deliver excellent services.
• Manage and develop a number of Team Leaders and their staff.
• Drive performance, continuous improvement and customer satisfaction.
• Use customer insight to identify opportunities to improve services and customer journeys.
• Manage operational performance, complaints oversight and service delivery standards.
• Work collaboratively across the Council to embed customer-focused ways of working.

Skills

People leadership

Operational team management

Communication

Stakeholder management

Service improvement

Change management

Job description

Walsall Council's Customer Experience Centre is recruiting a Customer Delivery Manager to shape and lead our frontline services, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green. This is a key management role responsible for driving performance, innovation and delivering high-quality, customer-focused outcomes.

You will lead multiple teams, supporting Team Leaders and staff, use customer insight to improve journeys and collaborate across the Council to set the