Location: Shidas Lane Depot, Sandwell.
Salary: Circa £45,000 per annum plus excellent benefits.
Schedule: Full-time, permanent.
As a Communication and Customer Services Manager in our Citizen Services and Environmental Services team, you’ll 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, you’ll 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 you’ll do as a Communication and Customer Services Manager
* 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 improvements.
* Oversee 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?
* 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 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 to ensure you have the necessary support to perform your duties.
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: Across around 1,000 retailers, including food, clothing, entertainment, and travel.
* Charity: Paid volunteering day, tax‑free charitable giving through Payroll Giving Scheme, and a Serco People Fund Charity donation option.
* Employee networks: Provide spaces for collaboration, learning, and belonging, representing LGBTQIA+ employees, women, parents and carers, people with disabilities, veterans, and people from all cultural backgrounds.
We are an equal‑opportunity employer and encourage applications from all qualified candidates.
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