Customer Services Manager

• JD_Customer_Services_Manager_2025

Please apply online via the link provided.

Please note, CV applications will only be accepted alongside a completed personal and monitoring information online application form.

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 customer 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. Your leadership will help us deliver 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, then click on the link to apply.

Please ensure that you provide clear examples and evidence in your application of how you meet the below key essential criteria.

The information you provide in your application will be used for shortlisting.

1) Previous experience working in a Customer Service environment or customer focussed 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.

2) 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.

3) 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.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

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, as well as 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 even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, 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. In addition, you must clearly demonstrate in your application how you meet the key essential criteria listed above.

Please highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

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