Customer Services Manager

Are you results driven and ready to lead a team that strives for customer service excellence?

If you're an experienced leader who's committed to creating exceptional customer experiences and fostering a passionate team, then this opportunity is tailor-made for you!

We're on the lookout for a dynamic and accomplished Customer Services Manager to head up our dedicated Customer Services team. The Customer Services Manager is an integral role as you will ensure a unified and well-defined approach for teams engaging directly with our customers. It will be your responsibility to establish a clear operational plan that delivers strong team performance within our contact centre and supporting teams.

You will oversee day to day operations whilst maintaining vigilant oversight over challenges and opportunities.

Working within a fast-paced environment and inspiring a team of over 40 dedicated individuals, you'll embrace change, collaborating closely with the wider customer experience team to ensure new initiatives and services transition seamlessly into our live customer environment. You'll champion our customers' needs, and harness data and insight to craft impactful departmental improvement strategies for your team.

We need someone who is customer focused, a creative problem solver and a strategic thinker who is passionate about developing a customer centric team and delivering a first-class customer experience.

Please note, this is a 12-month fixed term contract, where you will be required to work occasional Saturdays.

• Lead the day-to-day operation of the Customer Services Team ensuring the services meet agreed quality standards and targets
• Use a wide range of management information and insight to forecast, plan, prioritise and manage team performance
• Lead and develop the team managers and their teams
• Ensure operating arrangements and business processes support a high-quality end to end customer experience
• Manage and mitigate against operational risks that could interrupt services
• Ensure operational compliance with all statutory, procedural and financial requirements
• Report on team performance to a wide range of internal and external stakeholders

• Extensive experience of leading managers and teams at a senior level in a high volume, multi-disciplinary customer operations environment
• Highly customer focused with experience of driving improvements in service quality and performance
• Experience of establishing and maintaining effective relationships.
• Experience of managing budgets
• Able to communicate with tact, discretion and influence across all levels
• Excellent written communication skills
• Able to lead and motivate people in a fast-paced operational environment with competing operational demands
• Able to represent the West Midlands Combined Authority at a senior level externally when dealing with partners, suppliers and elected Members

The location for this role is 16 Summer Lane with at least 3 days a week spent in the office.

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We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

We offer a comprehensive benefits package that includes:

• Local Government Pension Scheme (one of the most generous pension schemes in the UK).
• Shared Cost Additional Voluntary Contribution scheme where you can build an additional pot of money alongside your pension with…