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Join to apply for theCustomer Liaison Managerrole atWMJobs 2 days ago Be among the first 25 applicants Join to apply for theCustomer Liaison Managerrole atWMJobs Get AI-powered advice on this job and more exclusive features. Sandwell Metropolitan Borough Council,The Customer Liaison Manager plays a pivotal role in driving customer satisfaction and ensuring residents are heard, supported, and informed throughout their journey with Sandwell Council Housing.You will lead a dedicated team responsible for delivering effective communication and engagement across major housing programmes. Your leadership will be central in making sure that customer feedback influences policy and that services align with the Council’s vision for inclusivity, transparency, and accountability.You will work in an agile, cross-service environment, collaborating with contractors, internal departments, community groups, and resident panels to shape a responsive and respectful customer experience. Your focus on empathy, integrity, and performance will ensure that the voices of tenants and leaseholders are at the heart of our service delivery.Key elements of the role:Lead and manage a team of Customer Liaison Officers, embedding a high-performing, customer-focused culture across retrofit, capital investment, major works, aids and adaptations, and stock condition survey programmes. Champion a customer-first approach, ensuring compliance with consumer standards and improving service delivery through engagement and transparent communication. Serve as the primary liaison for residents, leaseholders, councillors, and MPs regarding service delivery concerns, complaints, and planned work. Design and oversee the customer journey, promoting clear, timely communication through events, open days, and structured engagement. Collaborate with key stakeholders, including internal teams, contractors, and community groups to deliver an excellent customer experience and ensure residents’ voices influence service improvements.Essential Requirements:Proven experience managing customer-facing teams and improving service outcomes. Strong interpersonal and communication skills with the ability to lead on complaints, enquiries, and community liaison. Experience working within housing, local government, or property services. Ability to develop, implement, and monitor customer engagement strategies and service KPIs. Sound understanding of the Regulator of Social Housing’s Consumer Standards, and the principles of equality, diversity, and inclusion. Confident in working with residents, leaseholders, elected members, and senior staff to co-design and improve services.For an informal discussion, please contact Ricky Jones on 07502684235 or Email choose Sandwell?Joining Sandwell Council means becoming part of a supportive and forward-thinking organisation. We offer:Generous annual leave entitlement, with additional entitlement granted to employees who complete 5 years continuous service with Sandwell or other local authorities. Access to our Employee Benefits portal which includes discounts on a number of retail locations, gym membership and more. Salary sacrifice schemes for cars and bikes. Access to the Local Government Pension Scheme.Hours37 hours per weekWe reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.If you have a disability and require assistance in making an application, or have experienced a problem whilst applying for a position, please contact the Resourcing Team on 0121 569 3300 or via e-mail to: more information about working for Sandwell Council, our recruitment process and our offer to you please visit here to find out more about our One Team Framework: Values and BehavioursTo apply please download the application and return to: ://Seniority levelSeniority level Mid-Senior level Employment typeEmployment type Full-time Job functionJob function Sales and Business Development Industries Human Resources Services Referrals increase your chances of interviewing at WMJobs by 2x Sign in to set job alerts for “Customer Relations Manager” roles.Customer Relations Manager x 3 | Elderly LivingBirmingham, England, United Kingdom 2 weeks ago Customer Satisfaction and Service Manager (Midlands)West Midlands, England, United Kingdom 2 weeks ago West Midlands, England, United Kingdom 1 month ago Customer Service & Asset Manager – UK & IrelandDudley, England, United Kingdom 4 weeks ago Birmingham, England, United Kingdom 3 weeks ago Birmingham, England, United Kingdom 1 week ago Birmingham, England, United Kingdom 1 week ago West Midlands, England, United Kingdom 1 week ago West Midlands, England, United Kingdom 1 month ago Birmingham, England, United Kingdom 1 week ago Birmingham, England, United Kingdom 1 week ago Marcus by Goldman Sachs, Team Manager, Analyst, BirminghamWest Midlands, England, United Kingdom 2 weeks ago Walsall, England, United Kingdom 1 week ago Worcester, England, United Kingdom 1 month ago Birmingham, England, United Kingdom 5 hours ago Cannock, England, United Kingdom 4 weeks ago Warwick, England, United Kingdom 1 month ago Cannock, England, United Kingdom 6 days ago Coventry, England, United Kingdom 1 day ago Birmingham, England, United Kingdom 1 week ago Studley, England, United Kingdom 3 weeks ago Boots Aveda 30 hrs Account Manager Dudley Merry HillDudley, England, United Kingdom 1 month ago Birmingham, England, United Kingdom 4 weeks ago Birmingham, England, United Kingdom 4 weeks ago Vendor Customer Success Manager - 8 Month FTCBirmingham, England, United Kingdom 6 days ago Stourport-On-Severn, England, United Kingdom 2 weeks ago We’re unlocking community knowledge in a new way. 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