Customer Services Manager

Closing date: 23/02/2020

Reference: REQ102093

Internal Only

37 hours / Permanent

37,849 - 39,782 *

Canolfan Rheidol, Aberystwyth

*All salary values are pro-rata.

About the role

Only current employees may apply for this job.

We are looking to recruit a Customer Services Manager to join our Customer Services Team on a permanent, full time basis, based at Canolfan Rheidol. 

This role will provide overall management for the delivery of Customer Services throughout the county, covering digital, telephone and face to face customer contact ensuring the customer is at the heart of everything we do. The successful candidate will ensure the service is delivered to the highest quality and will ensure the service remains effective and responsive. You will also ensure the continuous improvement of Customer Services throughout the county, and promote the digitisation of Customer Services.

On a day to day basis you will:  


  • Manage the delivery of Customer Services across the county
  • Provide visible and effective operational leadership to the Service Area to drive transformational and cultural change
  • Maintain good working relationships with other colleagues, local members and divisions of the Council and outside organisations on all matters that relate to customer service
  • Ensure that all aspects of the service are carried out in accordance with current corporate and service legislation, regulations, recognised best practice and to achieve specified performance targets

We are looking to recruit an individual: 

  • Who has excellent interpersonal skills
  • Has the ability to supervise and manage the work of others
  • Who is proficient in decision making
  • Has an innovative and flexible approach to work
  • Is Self-motivated
  • Has a creative approach to problem solving with excellent customer awareness

In addition to the above, we require an individual with a degree of fluency in the Welsh language.   A successful applicant without the required Welsh language skill will be fully supported to reach the desired standard within two years of appointment. 

In exchange for your skills and commitment we will offer you a range of employee benefits including flexible hour’s scheme, competitive annual leave allowance and a generous pension contribution scheme.  More information about our wide-ranging employee benefits can be found here.  In addition, we are committed to developing our people and will not only provide support to enable you to quickly and confidently take ownership of this role’s key areas of responsibility but in addition, we are committed to supporting your development in order that you can progress your career with us.  

Closing date: 23rd February 2020

Interviews will be held:  12th March 2020

Job Description and Person Specification 

What we offer

Work-life balance

Lifestyle savings scheme

Generous employer pension scheme

Cycle to work scheme

Learning and development

Where you'll work

Customer Contact

Our service has a range of responsibilities from providing advice and support to the residents of Ceredigion to providing corporate support via our ICT, reception and mailroom teams.  Our service is responsible for the following functions: 

  • Carers Development
  • Civil Registration: Birth, deaths and marriages.
  • Corporate Customer Services: Blue badge; Contact centre; Mailroom and scanning; Receptions.
  • ICT and Information Management: Archives and modern records; ICT support; Infrastructure and security; Project and application support; Reprographics, Technical support, Software development.
  • Library Services
  • Porth y Gymuned
Canolfan Rheidol
Our Aberystwyth office, Canolfan Rheidol is an award winning building.  The office, with its open plan design, provides an excellent space for collaborative working.
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Aberystwyth is a lively university town, seaside resort complete with promenade and pier, and the setting of atmospheric TV drama Hinterland.
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