The Customer Services Manager is responsible for delivering a high-quality, customer-focused property licensing service, acting as a key point of contact for applicants and stakeholders.

The Customer Services Manager will demonstrate strong customer service and interpersonal skills, with the confidence to act as a key point of contact for licence-related enquiries by telephone and email. They will have an excellent telephone manner and the ability to communicate clearly, professionally, and calmly, including when handling complex or sensitive enquiries. Strong organisational skills and attention to detail are essential, along with the ability to manage competing priorities and maintain accurate records. The role requires the ability to coordinate and oversee day-to-day operational activity, support colleagues, and embed consistent ways of working. Effective people management skills are important, including the ability to provide guidance, coaching, and constructive feedback to ensure workloads are managed effectively and service standards are maintained. The postholder will also be confident using IT systems and databases to support efficient service delivery.

The successful candidate will have experience working in a customer-facing role that involves regular telephone contact and acting as a first point of contact for enquiries. They will have experience managing or supervising staff, with responsibility for overseeing workloads, providing day-to-day support, and maintaining performance and service standards. Experience of working in an administrative, regulatory, property, or licensing-related environment is desirable, along with experience of processing applications, casework, or similar formal processes. The role requires experience of working collaboratively with colleagues to resolve operational issues and ensure a professional and responsive service for customers.

The role requires A-levels, an NVQ Level 3, or equivalent qualification, or relevant practical experience in a comparable role. Qualifications or training in customer service, administration, leadership, or people management would be advantageous. The postholder will be expected to undertake ongoing training and professional development to support their role, particularly in relation to property licensing processes and customer service delivery.