Customer Delivery Manager – Ref: EE08026G12: £55,662 – £59,490 per annum.
Customer Experience Centre at Walsall Council
Are you an experienced leader with a passion for customer service, operational excellence and service improvement? Walsall Council is looking for a dynamic Customer Delivery Manager to help shape and lead the future of our Customer Experience Centre.
This is a key management role responsible for overseeing frontline customer services, driving performance, championing innovation and ensuring residents receive an outstanding customer experience. You will lead a number of service teams, including Corporate Complaints, Members’ Enquiries, Council Tax, and Clean & Green, supporting Team Leaders and staff to deliver high-quality, customer-focused outcomes.
At Walsall Council, we’re committed to putting residents at the heart of everything we do. If you’re ready to lead high-performing teams, drive innovation and make a real difference to the people of Walsall, we’d love to hear from you.
Join us and help set the standard for exceptional customer service.
What you’ll do:
- Lead and inspire multiple customer-facing teams to deliver excellent services.
- Manage and develop a number of Team Leaders and their staff.
- Drive performance, continuous improvement and customer satisfaction.
- Use customer insight to identify opportunities to improve services and customer journeys.
- Manage operational performance, complaints oversight and service delivery standards.
- Work collaboratively across the Council to embed customer-focused ways of working.
What we’re looking for:
- A proven people leader with experience managing operational teams.
- Strong communication, coaching and stakeholder management skills.
- Experience delivering service improvement and managing change.
- A passion for customer experience and achieving positive outcomes for residents.
- Ability to work effectively in a fast-paced, multi-disciplinary environment.
At Walsall Council, we’re committed to putting residents at the heart of everything we do. If you’re ready to lead high-performing teams, drive innovation and make a real difference to the people of Walsall, we’d love to hear from you.
Join us and help set the standard for exceptional customer service.
Closing Date: 25th September 2026
Please note: This post may be closed earlier than the published closing date should we receive a large number of applications.
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