Senior Customer Services Manager

Dudley Council; Dudley; On-site; GBP 60,000 - 65,000; Full time

Job summary

A local council is looking for a Senior Customer Services Manager to lead their customer service team in Dudley, ensuring excellence in service delivery. This role involves driving continuous improvement and fostering innovation, with a strong emphasis on customer service standards. Candidates should have substantial leadership experience in managing large teams and budgets, combined with the ability to work closely with stakeholders to enhance services. The position requires a presence in the office for 3+ days a week.

Benefits

Employee benefits listed in attached document

Qualifications

• Strong strategic and operational leadership skills.
• Experience managing large teams and significant budgets.
• A passion for customer service excellence and innovation.

Responsibilities

• Lead the operational delivery of customer services.
• Oversee the implementation of new processes and technologies.
• Manage and develop a high-performing team.

Skills

Strategic leadership

Operational leadership

Customer service excellence

Stakeholder relationship building

Commitment to equality and diversity

Job description

Job Details

Senior Customer Services Manager

Salary: £60,916.00 - £64,869.00

Location: Dudley, West Midlands – on site

Employer: Dudley MBC

About the Role

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.

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

• 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)

Application Information

To demonstrate Dudley’s commitment to diversity and inclusion, we anonymise personal data during the application process. Please ensure your name and date of birth are removed from any attachments before upload.

Online application forms are the only accepted method for this vacancy. Facilities for applying online are located in public libraries within Dudley Borough.

All applicants must prove their right to work in the UK. Dudley MBC does not currently offer sponsorship for candidates without the right to work.

If you require assistance completing the application or interview techniques, contact Dudley Adult and Community Learning on 01384 818 143 or [e-mail] (Digital Skills and Job Applications support).

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

If you encounter problems while applying, first visit the WM Jobs Help Page: https://help.wmjobs.co.uk/; if the issue persists, contact the HR Resourcing Team via [e-mail].

Dudley Council will verify the information you provide against any details held internally and externally to protect public funds and prevent crime, as permitted by law.

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

Attached Documents

Employee Benefits List.pdf

Company Information

Website: http://www.dudley.gov.uk/

Telephone: [phone]

Address: Dudley Metropolitan Borough Council, Council House, Priory Road, Dudley, West Midlands, DY1 1HF, GB