Location: Shidas Lane Depot, Sandwell Salary: Circa £45,000 per annum plus excellent benefits Schedule: Full-time, permanent
Ready to impact a better future?
As a Communication and Customer Services Manager in our Citizen Services and Environmental Services team, youll lead the relationships and conversations that matter most - with clients, communities, and colleagues. Your work will shape how services are experienced every day, ensuring they are reliable, responsive, and trusted.
This role plays a vital part in delivering a positive impact on local communities. By leading customer services, communications, and stakeholder engagement, youll help ensure services meet resident needs, adapt to change, and continuously improve. Your work will give people confidence that their voices are heard and that services they rely on are delivered with care and pride.
What youll do as a Communication and Customer Services Manager
Youll be entrusted to:
* Build and maintain strong, trust-based relationships with clients, stakeholders, and partners
* Lead customer service, administration, and communications teams to deliver consistent, high-quality support
* Act as the primary point of contact for key stakeholders, ensuring clear, timely, and solution-focused communication
* Analyse enquiries, complaints, and performance data to identify trends and drive service improvementsOversee internal and external communications to ensure messages are clear, consistent, and aligned to our values
* Produce insightful reports and use data to support decision-making and continuous improvement
Does this sound like you?
Youll be a great fit for this role if you have
* Strong leadership experience, with the ability to motivate, develop, and performance-manage teams
* Excellent communication skills and the confidence to adapt your approach for different audiences
* Proven experience managing stakeholder relationships and resolving issues diplomatically
* An analytical mindset, with the ability to interpret data and turn insight into action
* A collaborative, people-centred approach and a genuine drive to make a positive impact
* IT literate with using the full MS Suite
Vetting and checks:
A Standard DBS check will be carried out for this position. This includes spent and unspent convictions, cautions, reprimands, and warnings as permitted under the Rehabilitation of Offenders Act. An Occupational Health Questionnaire will also be completed so we can ensure you have the necessary support to perform your duties.
Discover all you need to keep growing
We’re one of the top 1% of international employers, thanks to a highly supportive culture that promotes growth and internal progression. From mentoring and training to targeted development programmes, we provide the support and tools to help you achieve your goals.
What we offer
* Holidays: 25 days plus bank holidays
* Pension: Up to 6% contributory pension scheme
* Training and development: Over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression
* Health and wellbeing: Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
* Discounts: Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
* Charity: Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
* Employee networks: Our networks support inclusion and connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including LGBTQIA+ employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds.
J-18808-Ljbffr