Communication and Customer Services Manager

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, 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

You’ll 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 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?

You’ll 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, so you can have confidence you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

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.

Let’s impact a better future, together. Apply today.

About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.
 

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.