Customer Services Manager

Your new company
An excellent opportunity has arisen for an experienced Customer Services Manager to join a busy Public Realm service on a temporary basis. This role will suit a confident leader who thrives in a fast-paced, high-pressure environment and is passionate about delivering exceptional customer service.
You'll be joining a respected public service organisation committed to delivering high quality, accessible services to local communities. The team works across a wide range of operational areas that directly impact the day to day experience of residents, visitors and service users. Although busy and fast-paced, the culture is collaborative, supportive and focused on continuous improvement.Your new role
An excellent opportunity has arisen for an experienced Customer Services Manager to join a busy Public Realm service on a temporary basis. This role will suit a confident leader who thrives in a fast-paced, high-pressure environment and is passionate about delivering exceptional customer service.
You will temporarily step in to support the Public Realm team, working closely with colleagues across a range of operational services such as allotments, bereavement services, car parks, waterways and general customer enquiries. You'll be supported initially by the Commercial Support Manager, who will mentor you through key systems and processes including finance, invoicing and issuing payments.

Your role will include reviewing how the team currently works, helping to create process maps, updating customer response templates, and driving improvements in consistency and service quality. You will also support cross training within the team to build resilience and ensure continuity during staff absence.

Key Responsibilities

• Day to day management of the Public Realm operational customer service team.
• Coaching, mentoring and supporting staff to develop skills and confidence in their roles.
• Ensuring high quality customer service standards within a fast-paced, reactive environment.
• Managing invoicing, income collection and reconciliation of fees and charges.
• Collaborating with colleagues across other teams and partner organisations to enhance service delivery.
• Using downtime proactively for project work and service improvement initiatives.
• Undertaking additional duties relevant to the grade and nature of the role.

• A competitive hourly rate and the opportunity to gain valuable managerial experience in a diverse, challenging service area.
• A supportive working environment with mentoring available during your initial onboarding.
• The chance to lead a committed team and make a meaningful impact on customer experience and service development.
• Exposure to a wide variety of Public Realm services, enhancing your leadership and operational management skills.
• Opportunities to contribute to service improvement projects and process development.