Customer Service Manager jobs in United States

Conwy, North Wales
Permanent, 37 hours per week
NWFRS Grade 08
£39,152 - £41,771 per annum

Are you passionate about delivering outstanding ICT services? We are looking to appoint a dynamic, results-driven ICT Customer Service Manager (CSM) to join the ICT department based in Conwy.

• Supervisory leadership role focused on ensuring ICT services are not only technically robust, but also user‑centred.
• Lead a team of ICT officers, managing the day‑to‑day provision of IT, communications and multimedia services, underpinning the efficiency and effectiveness of all North Wales Fire and Rescue Service operations.
• Build strong, trust‑based relationships with staff across the Service; work closely with the Head of ICT, champion technical proficiency and help shape the future of ICT within the service.
• Manage projects, oversee compliance and ensure best value from technology investments.
• Motivate and develop staff, make decisions and use initiative without immediate access to the supervisory manager.

• Degree level qualification in a relevant subject and/or significant experience in ICT service management.
• Formal project management qualification or proven experience in delivering projects within a framework.
• Full UK CAT‑B driving licence.
• Ability to motivate and develop staff, decision‑making and problem‑solving skills, excellent communication skills, coupled with initiative.

Travel across North Wales may be required; the role involves working at different fire service locations within the Service area.

To apply, please complete and submit your application pack available on the North Wales Fire and Rescue Service vacancy page. Please do not send CVs in application for this role as they cannot be accepted.

Closing date for receipt of application forms is 12.00 noon, 27/10/2025 with interviews taking place on 5th and 7th November 2025.

We are an equal opportunity employer and welcome applications from all sections of the community. We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We welcome correspondence and calls in Welsh and English and we will respond equally to both and will reply in your language of choice without delay. Applications submitted in Welsh will be treated no less favourably than an application submitted in English.