Team Manager Customer Services

Could your information governance expertise help improve how people experience the Council? This is a great opportunity to lead a skilled team, advise colleagues across the Council and support clear, fair and timely responses.

It could suit someone ready for their next step, as well as someone who already brings strong management experience.

About the Role

As Team Manager Customer Services, you will lead a knowledgeable and committed team with responsibility for key information governance functions, including information requests, records management and corporate complaints.

In this role, you will draw on your information governance background to lead the team and advise colleagues across the Council. Your main responsibilities will include:

• Overseeing corporate complaints, information requests and records management activity.
• Giving advice on complex or sensitive issues while helping the team meet important deadlines.
• Leading and supporting the Customer Services Team, helping people feel clear, confident and valued in their work.
• Contributing to wider customer experience work, including the Council’s Customer Promise.
• Working with services across the Council to improve customer journeys and make responses clearer and more consistent.
• Using customer feedback, complaints and data to spot themes and support practical improvements.

What We Are Looking For

We are looking for someone who enjoys working with people, brings calm and thoughtful leadership, and wants to support good customer service across the Council. There is no single route into this role, but you will need a strong information governance background and the confidence to advise others. Candidates will need to show that they:

• Have a genuine interest in customer service and improving people’s experience of the Council
• Can lead, encourage and develop others, whether through formal management or wider leadership experience
• Bring strong knowledge of information governance, including Freedom of Information requests (FOIs), Environmental Information Regulations requests (EIRs), Subject Access Requests (SARs), Data Protection Impact Assessments (DPIAs), information requests and records management
• Be confident advising managers across the Council on complex matters and statutory timescales
• Use good judgement when dealing with sensitive or complex issues
• Communicate clearly and build positive working relationships
• Can organise work, manage deadlines and keep a clear view of priorities