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- Tasks: Lead a dynamic customer service team and enhance customer experiences across multiple channels.
- Company: Join the Liverpool City Region Combined Authority, a forward-thinking organisation making a real difference.
- Benefits: Enjoy generous holidays, flexible working, and access to professional development opportunities.
- Why this job: Shape the future of customer service while inspiring a passionate team in a supportive environment.
- Qualifications: Experience in customer service management and a knack for motivating teams in fast-paced settings.
- Other info: Commitment to equality, diversity, and inclusion with guaranteed interview schemes for underrepresented groups.
The predicted salary is between 42000 - 48000 ÂŁ per year.
Employer: Liverpool City Region Combined Authority
Location: No 1 Mann Island, Liverpool
Contract: Permanent
Working Pattern: Full Time
Hours: 35 hours per week
DBS Check: No
Closing Date: 09/01/2026 at 16:00
Reference: PL/25/328294
Salary: ÂŁ48,980- ÂŁ53,031
About The Role
We’re looking for an inspiring Customer Services Manager to join our dynamic organisation and play a pivotal role in shaping the future of customer service across the Liverpool City Region Combined Authority (LCRCA). As Customer Services Manager, you’ll oversee the day‑to‑day management and development of our customer service function, including our busy contact centre, comments team, and other administrative services. You’ll set clear targets, drive continuous improvement, and ensure every customer interaction meets the highest standards – whether by phone, email, webform, or social media. You’ll lead and motivate a talented team, championing a culture of excellence, wellbeing, and inclusivity, delivering a seamless, joined‑up experience for everyone who needs our support.
What You’ll Do
- Lead a high‑volume, multi‑channel customer contact service (telephony, digital, social media, complaints, and back‑office functions)
- Develop and deliver a customer experience strategy that puts customers at the heart of everything we do
- Use data, customer insight, and feedback to drive service improvements and accessibility
- Proactively set, monitor, and publish service level agreements (SLAs) across all customer channels – taking decisive action to address gaps and ensure every touchpoint consistently meets our published standards
- Inspire, develop, and support your team, promoting wellbeing and continuous learning
- Oversee resource planning, performance management, and service delivery across multiple sites
- Embed digital innovation and champion new technologies to enhance customer service
- Ensure compliance with relevant legislation and standards (GDPR, PCI DSS, BACS, health & safety)
- Promote equality, diversity, and inclusion in all aspects of service and employment
- Build strong relationships with internal teams and external partners to support service delivery
About The Person
You’re an experienced customer service leader with a passion for people and process improvement. You thrive in fast‑paced environments, are digitally savvy, and have a proven track record of managing multi‑channel contact centres. You’re a natural motivator, able to inspire teams and drive positive change.
Essential Skills & Experience
- Previous experience in a customer service environment, ideally managing a multi‑channel contact centre
- Strong understanding of digital customer delivery solutions (social media, live web chat, automated assistance)
- Excellent communication, organisational, and team‑working skills
- Ability to motivate and develop staff in a challenging, customer‑facing environment
- Experience managing resources across multiple sites and remote locations
- Knowledge of GDPR, data protection, and industry compliance standards
- Commitment to equality, diversity, and inclusion
Desirable
- Working towards or holding a Level 5 Management Professional Qualification
- Experience applying health & safety, environmental, and quality management practices
Why Join Us
- Be part of a forward‑thinking organisation committed to making a real difference for our communities
- Lead a passionate team and shape the future of customer service in the Liverpool City Region
- Enjoy a supportive, inclusive, and flexible working environment
- Access to ongoing learning and development opportunities
If you think you match the job description and our values, click on the link to apply. Please provide clear examples and evidence in your application of how you meet the key essential criteria. The information you provide will be used for shortlisting.
Application Evidence
- Previous experience working in a Customer Service environment or customer‑focused multi‑channel Contact Centre: Demonstrated leadership in a fast‑paced, multi‑channel customer service environment, consistently delivering high‑quality service and driving improvements across all customer touchpoints.
- Managing and motivating multidiscipline teams across different site locations, including remote working: Proven ability to lead, motivate, and develop diverse teams across multiple locations – ensuring strong performance, engagement, and seamless service delivery regardless of work setting.
- Experience and knowledge of digital‑based customer delivery solutions including social media, live web chat and automated virtual assistance: Led the implementation and optimisation of digital customer service solutions, leveraging technology such as social media, live chat, and virtual assistants to enhance accessibility and customer satisfaction.
Staff Benefits
- Local Government Pension Scheme contributions between 5.5% and 12.5%
- Generous holiday entitlement of 29 days rising to 34 days after 5 years service, plus bank holidays and the option to buy 10 additional days
- Free travel around Liverpool City Region with an All‑Zone Metro card worth £1,450 per year plus All Zones Off‑Peak Trio ticket for your spouse or partner
- Flexible and hybrid working
- 24/7 access to Employee Assistance Programme for you and your family and free counselling service
- Automatic enrolment to our Westfield Health Programme
- Corporate discounts at council‑owned gyms
- Bike to Work Scheme
- Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and an interest‑free learning loan of £1k for any non‑job‑related learning
Equality, Diversity & Inclusion
We offer a guaranteed interview scheme for candidates who have declared that they: (i) have a disability, (ii) are from a Black, Asian or Minority Ethnic background, or (iii) are a member of a reservist or have close family links to a member of the Armed Forces, as we are under‑represented by people from these communities. To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form and clearly demonstrate in your application how you meet the key essential criteria. Applications that do not include this evidence will not be considered under the guaranteed interview schemes.
The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. We actively promote diversity and inclusion. This role may be eligible for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa.
How to apply
Please apply online via the link provided. CV applications will only be accepted alongside a completed personal and monitoring information online application form.
Customer Services Manager employer: Liverpool City Region Combined Authority
Contact Detail:
Liverpool City Region Combined Authority Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This way, when you get that interview, you can show them you're not just another candidate – you’re genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider info about the role or even a referral, which can give you a leg up in the application process.
✨Tip Number 3
Prepare for common interview questions but also think outside the box. Be ready to discuss how your experience aligns with their customer service goals. Use specific examples to illustrate your leadership style and how you’ve driven improvements in past roles.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for their team.
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Show Your Experience: When you're writing your application, make sure to highlight your previous experience in customer service. Use specific examples that demonstrate how you've led teams and improved service delivery in a multi-channel environment.
Be Clear and Concise: Keep your application straightforward and to the point. We want to see your skills and experiences clearly laid out, so avoid fluff and focus on what makes you a great fit for the role.
Use the Job Description: Refer back to the job description while crafting your application. Align your skills and experiences with the key criteria mentioned, showing us exactly how you meet our needs.
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 helps us keep everything organised and makes the process smoother for you.
How to prepare for a job interview at Liverpool City Region Combined Authority
✨Know Your Customer Service Inside Out
Make sure you’re well-versed in the latest trends and best practices in customer service. Familiarise yourself with multi-channel contact centre operations, as well as digital solutions like social media and live chat. This knowledge will help you demonstrate your expertise and passion for the role.
✨Showcase Your Leadership Skills
Prepare specific examples of how you've successfully led and motivated teams in previous roles. Highlight instances where you’ve driven improvements or fostered a culture of inclusivity and wellbeing. This will show that you can inspire others and create a positive work environment.
✨Be Data-Driven
Understand the importance of using data and customer feedback to enhance service delivery. Be ready to discuss how you’ve used insights to make informed decisions in past roles. This will demonstrate your analytical skills and commitment to continuous improvement.
✨Emphasise Your Commitment to Diversity and Inclusion
Given the emphasis on equality and diversity in the job description, be prepared to discuss how you’ve promoted these values in your previous positions. Share examples of how you’ve created an inclusive environment and supported diverse teams, which will resonate well with the organisation's values.
