Customer Services Manager in Birmingham

Are you results driven and ready to lead a team that strives for customer service excellence? If you’re an experienced leader who’s committed to creating exceptional customer experiences and fostering a passionate team, then this opportunity is tailor-made for you! 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. We need someone who is customer focused, a creative problem solver and a strategic thinker who is passionate about developing a customer centric team and delivering a first-class customer experience.

Please note, this is a 12-month fixed term contract, where you will be required to work occasional Saturdays.

What you will be doing:

• 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.

About you:

• 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.

Location: The location for this role is 16 Summer Lane with at least 3 days a week spent in the office.

How to apply:

Applying for a role with WMCA is straightforward. Follow these steps to get started:

• Create your Careers Account. Register with your name, email address, and a password.
• Build your Profile.
• Upload your CV to help populate your career and education details.
• Write your Supporting Statement. Make sure to address each of the required essential criteria.
• Submit your application. Do one final check and once complete, click submit.

Anonymised Applications: Your uploaded CV won’t be visible after submission. Our process is anonymised, and only the information in your profile is used for shortlisting. Be thorough in each section. It’s your chance to showcase your skills and experience.

Using Artificial Intelligence (AI): We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting.

Reasonable adjustments: If you have an accessibility need, disability, or condition that means you might require changes to the application or recruitment process, please get in touch with our Recruitment Team.

Salary and benefits: We advertise salary ranges, with new appointments typically starting at the lowest salary point. In exceptional cases, the salary point may be adjusted to secure the best candidate. This approach allows for potential year-on-year salary increases, offering progression and appropriate rewards to employees. Requests for salaries above the maximum advertised range will not be considered.

We offer a comprehensive benefits package that includes:

• 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.
• EyeCare Scheme, offering a free eye test and a financial contribution towards your glasses.

For more information, please visit the benefits page on our career site.

Why join WMCA? WMCA is laser-focused on improving the West Midlands, bringing economic growth, jobs, homes, and better journeys to the region. We target local needs where it matters most, ensuring everyone has a job that pays well and has access to safe and affordable places they can call home. We put people and place at the heart of everything we do, working hand in hand with our partners to direct funding where it’s needed most. What you do, really matters. Your expertise will help make a big difference, improving people’s lives, every day.

Our Values: Our behaviours sit at the heart of our values, helping to shape how we work together as WMCA employees and setting clear expectations.

• Collaborative Team Focused - working as part of a team, managing and leading.
• Service Driven - customer, resident and partner focused.
• Driven - Empowered and Accountable - taking ownership and leading when needed.
• Performance Focused - being ambitious and going the extra mile.
• Inclusive - One Organisation Mindset - believe in each other’s expertise.
• Open and Honest Communication - we do what we say we are going to do.
• Innovative - Forward Thinking - embrace change and open to new possibilities.
• Problem Solving - go for clear and simple whenever possible.

Creating an inclusive workplace: WMCA holds diversity accreditations, such as the RACE Code Quality Mark, Armed Forces Covenant (Gold status) and has been recognised as one of the Inclusive Top 50 Employers and The Times Top 50 Employers for Women. We’re a Disability Confident Employer with Leader status, committed to interviewing applicants with disabilities who meet all the essential role criteria. We are also proud to be a Ban the Box employer, which means we do not ask about criminal convictions at the initial application stage, and will only ask after an offer is made as part of our onboarding checks, which helps us remove barriers for people with past convictions and supporting fair opportunities for all. We recognise that certain groups, such as women and people of colour, may be less likely to apply for roles if they feel they do not meet all the requirements. However, we encourage individuals who are passionate about the role and want to make a difference to still apply. We value potential and encourage applicants to highlight their skills, including transferable ones, even if they don’t fit the traditional "perfect candidate" mould. We gladly consider part-time, flexible, and job share arrangements, so please don’t let these factors deter you from applying.

Right to Work in the UK: Proof of Right to Work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) would be required to hold a relevant Visa from the UK Visas and Immigration (UKVI).