Customer Delivery Manager - Ref: CH01322

Walsall, West Midlands
Grade: G12 (£46,662 - £52,213)
06 May 2022
20 May 2022
Job Ref
Contract Type
Full time permanent
Working Pattern

Customer Delivery Manager x 2 posts - Ref: CH01322
Grade: G12 (£46,662 - £52,213)
Hours: 37 hours per week
Contract: Permanent

Walsall Council currently have 2 permanent full time (37 hours) vacancies for an experienced Customer Delivery Manager to join our Customer Experience Centre Team.  We are looking for a manager who is dynamic, enthusiastic, and innovative and will positively manage a team of customer advisors. 

As a Customer Delivery Manager, you will make sure that the needs of customers are being met or exceeded. Your aim is to provide and promote excellent customer service throughout Walsall Council making sure that service standards are being met and problems are resolved. 

At Walsall Council, we believe that people are at the heart of everything we do.  In our work, the way we listen and respond to our customers and colleagues will determine the way we grow and bring Council’s vision to life.

The Customer Experience Centre is the first point of contact to a wide range of Council services.  Traditionally most of our enquiries are received by telephone, or through face to face appointments, but our customers are gradually being supported to move towards a range of new digital communication channels which makes it an exciting time to join the team.  In return, you will receive comprehensive training and development, flexible and home working opportunities and a rewarding career, that allows you to make a real difference to the services we provide.   

To succeed, we must push the boundaries of customer service and added value – outstanding is the new standard and the new routine. Using evidence-based insight into solving problems, managers will create an environment that provides opportunities for all individuals and communities to fulfil their potential.

As leaders of people, managers will:

  • Work collaboratively to develop strong working relationships and provide a bridge between the council and the communities it serves;
  • Embrace change and strive for improvement continuously;
  • Provide value for money to ensure services are delivered in a timely fashion, combining sustainability with quality;
  • Challenge the status quo, enable and empower, act with integrity.
  • Together, they will deliver services that the people of Walsall will be proud of.
  • Possess excellent written and verbal skills
  • Have a commitment to continuous professional development
  • have in depth understanding of the requirements of an exemplary efficient customer support service and how to take this forward
  • have experience of embedding new technologies within a customer experience environment
  • have proven quantitative and qualitative project management experience

The successful candidate must;

  • hold a recognised business efficiency certification, or significant proven experience
  • be educated to Degree/HND level or substantial equivalent proven experience
  • have an awareness of, and commitment to, equality of opportunity
  • have an awareness of, and commitment to, confidentiality and handling data

For an informal discussion email

View Job Description and Employee Specification

View important Information for Applicants

Closing date: Friday 20th May 2022

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.  The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

For this role the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check.  BPSS is the minimum standard to ensure the identify and integrity of an employee who has access to official information using secure networks linking central governments and local authorities.  A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

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