Customer Service Manager

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Welwyn Hatfield Borough Council provided pay range

This range is provided by Welwyn Hatfield Borough Council. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Customer Services Manager

(RP0160)

Starting salary is £55,051pa with progression to £58,445pa through annual increments subject to satisfactory service (inclusive of outer fringe allowance)

37 hours per week hybrid (3 days in the office)

Permanent role

About the Role

Reporting directly to the Assistant Director (Customer Services & Transformation), you will play a pivotal role in upholding and enhancing the Council’s customer service standards. Central to this role is embedding a First Time Right approach across the organisation, ensuring every customer interaction is efficient, effective, and positive.

As the Council’s customer service expert, you will lead by example, setting the tone for customer excellence across the customer service teams and wider organisation.

Oversee the day-to-day operations of a fast‑paced, multi‑disciplinary customer service teams serving both council and landlord services. Foster collaboration, efficiency, and a customer‑first mindset across departments. Use robust customer contact data to identify service gaps and opportunities for improvement. Design and implement policies and procedures that drive meaningful change and ensure services meet customer demand.

We’re looking for a dynamic leader who is:

• Experienced in managing diverse teams in a fast‑paced, front‑line environment.
• Skilled in using data to inform decision‑making and service improvements.
• Innovative, with a track record of implementing new technologies and practices.

This role is politically restricted.

This role is hybrid. You will be required to attend the office 3 days a week.

This is an exciting opportunity to make a real impact on how the Council delivers services to its community. You’ll be at the forefront of shaping the future of customer service and ensuring we put residents at the heart of what we do.

Our CORE values — Collaborative, Open, Responsible, Excellent — underpin how we work and what we stand for.

You will have access to the local government benefits such as generous annual leave, national pay award agreements, and the local pension partnership. We offer a wide range of health and wellbeing events as well as a learning and development programme. To see all the benefits of working for Welwyn Hatfield Borough Council, visit our careers website:
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Please note that we do not offer sponsorship for employment in the UK.

Closing date for applications is 25 January 2026

Remote assessments will be held on 30 January 2026

Face to face interviews will be held on 6 February 2026

• Mid‑Senior level

• Full‑time

• Customer Service and Management
• Industries:
  Government Administration

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