Head of Customer Services

Liverpool City Region Combined Authority; Liverpool City Region; Hybrid; GBP 40,000 - 80,000; Full time

Job description

To help make Liverpool City region the best place to grow up, grow a family, and grow a business – where no-one is left behind

• Employer: Liverpool City Region Combined Authority
• Location: No 1 Mann Island, Liverpool
• Contract: Permanent
• Working Pattern: Flexible Hours/Full Time
• Hours: 35 hours per week.
• DBS Check: No
• Closing Date: 06/04/2025 at 23:59
• Reference: PL/25/306239

Please note that this vacancy may be closed early if a sufficient number of applications are received.

About the role

An exciting opportunity has arisen within the Liverpool City Region Combined Authority for the post of Head of Customer Services.

Annually, our Customer Service teams facilitate services for our 350k concessionary travel pass holders, our 400k Metro Card holders and our 200k Tflow account holders. They help to facilitate all transport related enquiries across social media and email platforms and handle over 400k telephone calls annually to the Combined Authority. The range of services and customer base is diverse, and the team continues to strive towards developing the exceptional customer service that the residents of the Liverpool City Region deserve.

About the person

The Head of Customer Services will lead a diverse range of services. This includes handling all first-line inquiries into the Combined Authority via social media, email, and telephone through our Contact Centre. The role also involves managing customer complaints and overseeing various customer account services across our Transport functions. These services include the Mersey Tunnels, Mersey Ferries, and Smart Ticketing on the Metro Card. They will have experience and skills associated with operating at a senior level within such a diverse range of customer services and show the leadership qualities this post requires.

Reporting directly to the Director of Customer & Operations, you and your senior management teams will oversee the management of approximately 100 staff. You will be required to make reactive and planned decisions in all of our customer services, ensuring our services remain efficient and excel beyond expectations. Ideally, the post holder will have drive and determination to continue our aspiration to enhance digital services wherever possible, yet to do so in an inclusive and efficient manner. The post holder will be resilient in their approach and possess demonstrable leadership skills for what is a key delivery role for the organisation.

If you think you match the job description and our values then click on the link to apply, indicating how you meet the person specification.Please ensure that you provide a clear explanation in your personal statement of how you meet the below key essential criteria:

• Track record of senior management responsibility of major customer facing areas.
• Experience of managing the processing and large volume customers payments, including card and BACs payments.
• Experience of digital transformation of Customer Services.

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

• Local Government Pension Scheme contributions between 5.5% and 12.5%
• Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• Flexible and hybrid working
• 24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• Automatic enrolment to our Westfield Health Programme
• Corporate discounts at council-owned gyms
• Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for all candidates who met the essential criteria in the job description and who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

How to apply

Please apply online via the link provided.

Please note, CV applications will only be accepted alongside a completed personal and monitoring information online application form.