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- Tasks: Lead improvements in children's services and champion customer feedback.
- Company: Wokingham Borough Council, dedicated to enhancing children's experiences.
- Benefits: Generous leave, pension scheme, free gym, and local discounts.
- Why this job: Make a real difference in the lives of children and families.
- Qualifications: Degree-level qualification and experience in service improvement.
- Other info: Join a supportive team in a thriving community.
The predicted salary is between 44000 - 49000 ÂŁ per year.
Join us to apply for the Children's Services Customer Relations Manager role at Children's Social Care, Wokingham.
Employer: Wokingham Borough Council
Salary: ÂŁ52,414 - ÂŁ57,870 Per Annum, Plus Benefits
Location: Shute End, Wokingham
Contract: Permanent
Working Pattern: Full Time
Hours: 37 hours per week
DBS Check: Enhanced
Closing Date: 11 January 2026, 11:00pm
Reference: TBC
Are you passionate about improving the experiences of children, young people, and families? Do you thrive on driving service improvement, championing customer voice, and shaping a culture of transparency and learning? If so, this is your opportunity to make a real difference at the heart of Children’s Services.
We have a fantastic opportunity for a Customer Relations Manager to join our Children’s Services Team at Wokingham Borough Council on a full‑time, permanent basis. As the Customer Relations Manager you will be the champion for how our services engage with families, resolve concerns, and use feedback to evolve. You’ll work alongside senior leaders, frontline teams, community partners and families to ensure that Children’s Services remains open, responsive and committed to learning.
Key Responsibilities- Lead and manage the statutory Children’s Services complaints and representations process across Social Care and SEND.
- Act as the primary point of contact for complaints, MP/Councillor enquiries, LGSCO investigations and complex customer issues.
- Ensure compliance with all statutory timescales and regulatory requirements.
- Provide expert guidance, training and leadership to teams around effective complaints handling and a culture of learning.
- Transform feedback into insight, driving improvements in policy, practice, systems and service culture.
- Develop and present key performance metrics to senior leaders.
- Work collaboratively with partners including the Local Offer Coordinator, SEND Voices, CAN Network and SENDIASS.
- Promote open, accessible engagement with families through community events, webinars and drop‑ins.
- Act as a SEND subject matter specialist.
- Support the identification and celebration of compliments and good practice.
- Degree‑level qualification or equivalent experience.
- Experience in partnership working and stakeholder management.
- Track record of driving customer‑focused service improvements.
- Strong communication skills.
- Ability to analyse data and influence decision‑making.
- Understanding of the SEND landscape and relevant legislation.
- Management qualification.
- Experience in large or political organisations.
- Experience benchmarking good practice in complaints.
- Enhanced DBS required.
- Some lone working and travel required.
- Work with children and vulnerable adults is involved.
- Generous annual leave entitlement of 31 days (rising by 5 days after 5 years of continued local government service), plus bank holidays.
- Local Government Pension Scheme.
- GP helpline 7 days per week.
- Employee Assistance Programme with a 24/7 Your Care confidential helpline.
- Free eye tests and flu vaccines.
- Free onsite gym (located at Shute End, Wokingham).
- Salary sacrifice schemes – including car and cycle to work.
- Local & lifestyle discounts – savings on shopping, entertainment, restaurants, and more.
- Move through menopause course.
- Sports & social group activities – running, football, cricket, and more.
- Learning & development opportunities.
- Employee networks.
- And more!
About Wokingham: Wokingham Borough sits in the heart of Berkshire, close to Reading and London, with great transport links. It’s a safe and thriving place to live and work, with good schools, open countryside, and a strong sense of community.
Apply today and help build a service where every child’s experience matters.
For an informal chat, please contact Sara James, Head of Quality Assurance & Safeguarding via email – sara.james@wokingham.gov.uk.
Closing date: 11th January 2026, 11pm
Interview date: 19th January 2026.
Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment.
All successful candidates for this role will be subject to Disclosure & Barring Service (DBS) checks along with other relevant employment checks.
Due to the high volume of applications we receive, we regret that we are unable to respond to every applicant individually. If you do not hear from us within 4 weeks of the application closing date, please assume that your application has not been successful on this occasion.
We appreciate your interest in joining Wokingham Borough Council and thank you for taking the time to apply.
Wokingham is an equal opportunities employer.
Children\'s Services Customer Relations Manager in Wokingham employer: Children's Social Care, Wokingham
Contact Detail:
Children's Social Care, Wokingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Children\'s Services Customer Relations Manager in Wokingham
✨Tip Number 1
Network like a pro! Reach out to people in the Children’s Services sector, especially those connected to Wokingham Borough Council. A friendly chat can open doors and give you insights that might just set you apart from other candidates.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Familiarise yourself with the SEND landscape and recent developments in Children’s Services. This shows you’re not just passionate but also informed and ready to make a difference.
✨Tip Number 3
Showcase your customer relations skills! Think of examples where you’ve turned feedback into action or improved service delivery. We want to see how you can champion the customer voice and drive improvements in our services.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, it’s super easy and straightforward, so why not?
We think you need these skills to ace Children\'s Services Customer Relations Manager in Wokingham
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for improving the experiences of children and families shine through. We want to see how you can drive service improvement and champion the customer voice!
Tailor Your Experience: Make sure to highlight your relevant experience in partnership working and stakeholder management. We’re looking for someone who can effectively handle complaints and transform feedback into actionable insights.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language to explain your qualifications and experiences, as we appreciate clarity and directness in communication.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re serious about joining our team at Wokingham Borough Council.
How to prepare for a job interview at Children's Social Care, Wokingham
✨Know Your Stuff
Make sure you understand the key responsibilities of the Children's Services Customer Relations Manager role. Familiarise yourself with the statutory complaints process and the SEND landscape, as these will likely come up in your interview.
✨Show Your Passion
Demonstrate your passion for improving the experiences of children and families. Share specific examples from your past work where you've driven service improvements or championed customer voices to show that you truly care about making a difference.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex customer issues. Think of examples where you've successfully resolved complaints or improved service delivery, and be ready to discuss them in detail.
✨Engage with the Interviewers
Remember, interviews are a two-way street! Prepare thoughtful questions about the team dynamics, community engagement strategies, and how they measure success in customer relations. This shows you're genuinely interested in the role and the organisation.
