Customer Delivery Manager

Are you an experienced leader with a passion for customer service, operational excellence and service improvement? Walsall Council is looking for a dynamic Customer Delivery Manager to help shape and lead the future of our Customer Experience Centre. This is a key management role responsible for overseeing frontline customer services, driving performance, championing innovation and ensuring residents receive an outstanding customer experience.

You will lead a number of service teams, including Corporate Complaints, Members' Enquiries, Council Tax, and Clean & Green, supporting Team Leaders and staff to deliver high-quality, customer-focused outcomes. At Walsall Council, we're committed to putting residents at the heart of everything we do. If you're ready to lead high-performing teams, drive innovation and make a real difference to the people of Walsall, we'd love to hear from you.

Join us and help set the standard for exceptional customer service. What you'll do:

• Lead and inspire multiple customer-facing teams to deliver excellent services.
• Manage and develop a number of Team Leaders and their staff.
• Drive performance, continuous improvement and customer satisfaction.
• Use customer insight to identify opportunities to improve services and customer journeys.
• Manage operational performance, complaints oversight and service delivery standards.
• Work collaboratively across the Council to embed customer-focused ways of working.
• A proven people leader with experience managing operational teams.
• Strong communication, coaching and stakeholder management skills.
• Experience delivering service improvement and managing change.
• A passion for customer experience and achieving positive outcomes for residents.
• Ability to work effectively in a fast-paced, multi-disciplinary environment.