Customer Services Manager

*Previous applicants need not apply*

About the Role

Do you put customers at the heart of everything you do?

Have you experience in managing complaints; customer information and/or multi-channel contact centres?

Have you got the passion, energy and innovation to drive our customer teams forward?

If you’re ready to make a real difference, this is your chance to shine as our next Customer Services Manager at the Liverpool City Region Combined Authority.

We’re looking for a manager with experience in leading and motivating teams, who can bring new ideas and energy to our customer service team. In this role, you’ll help improve our contact centre, manage the complaints team and other support services, and set high standards for customer service by phone, email, webform, and social media.

Your leadership will build a team culture of excellence and inclusion, support growth, and keep customers at the centre.

If you’re a strong people manager with a flair for developing others and a commitment to outstanding service, we want to hear from you. Come and be part of a forward-thinking organisation where your expertise and passion will drive real, positive change across our city region.

What You’ll Do:

• Manage a high-volume, multi-channel customer contact centre service (telephony, digital, social media, complaints, and back-office functions)
• Manage a complaints team and leverage complaints intelligence to enhance the organisation’s performance.
• Deliver a customer experience strategy that puts customers at the heart of everything we do
• Use data, performance indicators and customer insight, and feedback to drive service improvements and accessibility
• Manage supplier contracts (such as telephony systems) and build strong relationships with both internal and external partners to support service delivery.
• Proactively set, monitor, and publish service level agreements (SLAs) across all customer channels
• Directly manage team leaders, plan resources, and guide teams across multiple sites- fostering wellbeing, development, and effective excellent service delivery.
• 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
  
  

About the person

You are a skilled customer service leader who puts customers first and delivers outstanding service to Liverpool City Region Combined Authority residents. You have extensive experience working with customers, running call centers and managing customer feedback. You are strong at resolving complaints and using feedback to help the organisation improve. You motivate your teams to provide great service and always look for new ways to help your community.

Essential Skills & Experience:

• Previous experience in a fast-paced customer service environment, ideally managing a multi-channel contact centre and customer feedback teams
• 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
• Experience of managing suppliers and contracts
• 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 residents and communities

• Join an enthusiastic team and help define the future of customer service throughout 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) Extensive experience leading teams in a multi-channel customer service and contact centre environment:

Consistently provided high-quality service, even when under pressure, by effectively handling difficult customer enquiries across different channels. Introduced new ways to improve efficiency and customer satisfaction.

2) Experience and knowledge of data analysis and digital-based customer delivery solutions

Improved customer service by regularly analysing key performance indicators and customer feedback to identify and implement targeted improvements. Collaborated with stakeholders to deploy new solutions, ensuring changes led to measurable enhancements in customer experience.

3) Leading and motivating high-performance, multidisciplinary teams at various sites:

Showed strong leadership by coaching and supporting teams in different locations, both onsite and remote. Used clear performance management to encourage improvement and responsibility. Led teams effectively setting high standards in training and behaviours.

Please try and highlight how you meet any 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