Customer Service Contact Centre Manager

Hours: Full Time 37 Hours

Contract type: Permanent (Full Time 37 Hours)

Work style: Flexible

Salary: £52,413 – £56,730 (Grade 8)

Role Overview

City of Wolverhampton Council seeks an experienced Contact Centre Manager to lead the delivery of high‑quality customer contact across face‑to‑face, telephone, email and digital channels. The role requires shaping a high‑performing service, driving continuous improvement and ensuring residents, businesses and visitors can access council services easily and effectively.

Key Responsibilities

• Lead the operational delivery of customer contact services across multiple channels.
• Provide visible leadership to teams and managers, ensuring excellent day‑to‑day service performance.
• Drive productivity, performance and service improvement, using insight and data to inform decisions.
• Work with senior stakeholders to plan for change, demand and future service developments.
• Support and develop leaders and teams through coaching, performance management and continuous professional development.
• Ensure complaints, escalations, compliance and operational risks are managed effectively.

What We’re Looking For

• Substantial management experience in a customer service or contact centre environment.
• A track record of leading operational teams, improving performance and delivering change.
• Strong communication and stakeholder management skills, with the ability to influence at all levels.
• Experience using performance data, CRM systems and contact centre technology to improve services.
• A commitment to excellent customer experience, equality, compliance and continuous improvement.
• A relevant professional or management qualification, or equivalent experience.

For further information, please contact Lisa Powell at Lisa.Powell3@wolverhampton.gov.uk.

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