Customer Service Manager

Job Title - Customer Liaison Manager
Location - Birmingham (office-based with occasional site visits)
Contract - Full-time, Permanent
Salary - £40,000 DOE
 
Make a Real Difference in People's Lives
 
Our client is looking for a confident and driven Customer Liaison Manager to lead their Administration and Customer Liaison Teams within the Disabled Facilities Grant (DFG) and Staying Independent at Home (SIAH) service. This is a pivotal leadership role where you'll shape how our clients customer experience their service, ensuring smooth case progression, clear communication and strong operational performance.
 
You won't be managing surveying or works delivery. Instead, you'll act as the operational backbone of the service bringing visibility, structure and accountability to case flow, performance management and governance.
 
What You'll Be Doing
 
Leading and developing high-performing Administration and Citizen Liaison Teams
Ensuring cases progress efficiently from referral through to completion
Monitoring KPIs and statutory timescales, identifying risks early and driving solutions
Championing excellent citizen communication and overseeing complaint resolution
Acting as an escalation point for complex, sensitive, or safeguarding matters
Strengthening governance, data integrity and audit readiness
Driving continuous improvement and smarter, more streamlined processes  What We're Looking For
 
A strong people leader with experience managing operational or service-based teams
Someone confident in performance monitoring, reporting and KPI management
Excellent communication skills and a passion for delivering a positive customer experience
A proactive problem-solver who can identify risks and take decisive action
Experience in public sector, housing, adaptations, or regulated environments (desirable)  This is an opportunity to take ownership of a critical service function, lead meaningful change, and directly improve outcomes for citizens across Birmingham