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Customer Services Manager

wmca.org.uk Logo

West Midlands Combined Authority

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Location:
United Kingdom , Birmingham

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

50372.00 - 56127.00 GBP / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
What we offer:
  • 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 contributions exempt from Income Tax and National Insurance contributions (NICs)
  • 28 days paid annual leave (with an option to purchase more) + Statutory days
  • EV car benefit scheme
  • Healthcare plans
  • Discounted gym membership, will writing, and mortgage advice
  • An option to buy a bicycle, including e-bikes and adapted pedal cycles, at a discounted rate
  • 3 days of paid leave each year to volunteer
  • Interest-free financing through SmartTech to buy the latest technology
  • Discounted shopping with over 2,000 big-name retailers, and more. You can now also obtain a Costco membership through the WMCA
  • Boundless unlocks unlimited entry to top-rated UK attractions and loads of extra benefits and discounts
  • Eye Care Scheme, offering a free eye test and a financial contribution towards your glasses

Additional Information:

Job Posted:
February 13, 2026

Expiration:
February 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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