Senior Customer Services Manager

We Manage Jobs(WMJobs); Dudley; On-site; GBP 60,000 - 65,000; Full time

Job summary

A local council is seeking a Senior Customer Services Manager in Dudley. This role involves leading the customer services team to deliver top-notch service to residents. The ideal candidate will possess strategic leadership skills and a passion for customer service excellence. Responsibilities include managing team performance and implementing new processes for enhancement. Applicants should have experience in complex organizations and strong budget management capabilities. The position is on-site, requiring attendance 3+ days a week.

Qualifications

• Experience leading teams in customer service management within a complex organization.
• Strong budget management experience.
• Passion for innovation in customer service.

Responsibilities

• Lead the operational delivery of customer services.
• Oversee implementation of new processes to enhance customer experience.
• Manage and develop a high‑performing team.

Skills

Strategic leadership

Operational management

Customer service excellence

Stakeholder relationship building

Team management

Job description

Senior Customer Services Manager

Salary: £60,916.00 - £64,869.00

Location: Dudley, West Midlands – on site

Employer: Dudley MBC

Are you passionate about delivering outstanding customer service and leading teams to success? Dudley MBC is seeking a dynamic and experienced Senior Customer Services Manager to join our team and play a pivotal role in shaping the future of our customer service provision. We are committed to making a positive difference in the lives of our residents.

About the Role

As Senior Customer Services Manager, you will be responsible for leading and developing our customer services team, ensuring the highest standards of service delivery to residents and stakeholders. You will drive continuous improvement, champion innovation, and ensure that our services are accessible, efficient, and responsive to the needs of our community.

Key Responsibilities

• Lead the operational delivery of customer services, ensuring excellence and efficiency.
• Oversee the implementation of new processes and technologies to enhance customer experience.
• Manage and develop a high‑performing team, fostering a culture of continuous improvement.
• Collaborate with colleagues across the council to ensure joined‑up service delivery.
• Monitor performance, analyse feedback and implement strategies for service enhancement.
• Ensure compliance with all relevant policies, procedures and regulations.

About You

You will be an experienced leader with a track record in customer service management, ideally within a large, complex organisation. You will have:

• Strong strategic and operational leadership skills.
• Experience managing large teams and significant budgets.
• A passion for customer service excellence and innovation.
• The ability to build effective relationships with stakeholders at all levels.
• A commitment to equality, diversity and community cohesion.

Workplace Attendance: Working in the office 3+ days a week (pro‑rata)

So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application.

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.

All applicants must be able to provide documentation to prove their right to work in the UK.

Please note: Dudley MBC does not currently offer sponsorship for candidates without the right to work in the UK.

If you require support completing an online or paper application form and/or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or [e-mail] who can support with Digital Skills and Job Applications.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via [e-mail].

If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/.

If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via [e-mail].

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross‑match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so.

The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/.

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications.

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