Your newpany
An excellent opportunity has arisen for an experienced Customer Services Manager to join a busy Public Realm service on a temporary basis. This role will suit a confident leader who thrives in a fast-paced, high-pressure environment and is passionate about delivering exceptional customer service.
You’ll be joining a respected public service organisationmitted to delivering high quality, accessible services to localmunities. The team works across a wide range of operational areas that directly impact the day‑to‑day experience of residents, visitors and service users. Although busy and fast-paced, the culture is collaborative, supportive and focused on continuous improvement.
Your new role
An excellent opportunity has arisen for an experienced Customer Services Manager to join a busy Public Realm service on a temporary basis. This role will suit a confident leader who thrives in a fast-paced, high-pressure environment and is passionate about delivering exceptional customer service.You will temporarily step in to support the Public Realm team, working closely with colleagues across a range of operational services such as allotments, bereavement services, car parks, waterways and general customer enquiries. You’ll be supported initially by themercial Support Manager, who will mentor you through key systems and processes including finance, invoicing and issuing payments.Your role will include reviewing how the team currently works, helping to create process maps, updating customer response templates, and driving improvements in consistency and service quality. You will also support cross‑training within the team to build resilience and ensure continuity during staff absence.Key Responsibilities
1. Day‑to‑day management of the Public Realm operational customer service team.
2. Coaching, mentoring and supporting staff to develop skills and confidence in their roles.
3. Ensuring high quality customer service standards within a fast-paced, reactive environment.
4. Managing invoicing, ie collection and reconciliation of fees and charges.
5. Collaborating with colleagues across other teams and partner organisations to enhance service delivery.
6. Using downtime proactively for project work and service improvement initiatives.
7. Undertaking additional duties relevant to the grade and nature of the role.
What you'll need to succeed
8. Proven experience managing staff in a high-pressure customer service environment, including coaching, training and performance management.
9. Strong interpersonal andmunication skills with the ability to confidently explain and justify decisions or policies.
10. Ability to motivate teams and work effectively within a fast-paced, reactive setting.
11. Excellent organisational skills with the ability to prioritise workload independently.
12. Confident working with colleagues across the wider organisation and external partners.
13. Ability to quickly assimilate information to understand customer needs.
14. Experience in frontline problem-solving and operational customer service.
15. Experience of change management would be an advantage.
What We’re Looking ForA proactive, hands-on manager who can quickly build rapport, bring structure and clarity to a busy customer-facing service, and contribute positively to team development and service improvement.
What you'll get in return
16. Apetitive hourly rate and the opportunity to gain valuable managerial experience in a diverse, challenging service area.
17. A supportive working environment with mentoring available during your initial onboarding.
18. The chance to lead amitted team and make a meaningful impact on customer experience and service development.
19. Exposure to a wide variety of Public Realm services, enhancing your leadership and operational management skills.
20. Opportunities to contribute to service improvement projects and process development.