The posting
Contract to start ASAP until 31-01-27 with a possible extension.
Full job description
Customer and Compliance Manager – Cheshire East Council
Hours: Full-time (37 hours per week)
Contract: Temporary contract from 9 November 2026 to 31 January 2027
Lead Customer Service and Compliance Delivery Across Council Operations
We're recruiting an experienced Customer and Compliance Manager to join Cheshire East Council, based at Macclesfield Town Hall, SK10 1EA.
This is a management role focused on delivering high standards of customer service while ensuring operational activity remains compliant with relevant policies, procedures, legislation and service standards.
You'll lead teams, monitor performance, manage customer and compliance issues, and work closely with internal stakeholders to improve service quality, consistency and accountability.
About the Role
As a Customer and Compliance Manager, you'll oversee customer-facing and compliance-related activity across the relevant service area.
You'll be responsible for managing staff, monitoring performance, identifying risks, improving processes and ensuring customer enquiries, complaints and compliance matters are handled professionally and within required timescales.
What you'll be doing:
- Leading and managing customer service and compliance teams
- Monitoring service performance, quality and customer satisfaction
- Ensuring operational activity complies with relevant legislation, policies and procedures
- Managing complex customer enquiries, complaints and escalations
- Developing and improving customer service processes
- Monitoring compliance risks and implementing corrective action
- Managing team workloads, priorities and performance
- Providing coaching, guidance and support to staff
- Preparing reports, performance information and management updates
- Reviewing processes to identify opportunities for service improvement
- Supporting audit, assurance and compliance monitoring activity
- Ensuring accurate records and appropriate audit trails are maintained
- Working closely with internal departments and external stakeholders
- Providing advice on customer service standards and compliance requirements
- Supporting policy and procedure development
- Responding to service risks, issues and areas of underperformance
- Promoting a customer-focused and accountable working culture
- Contributing to wider management and organisational objectives
Requirements
We're looking for an experienced manager with strong customer service, compliance and operational leadership skills.
You'll ideally have:
- Previous management experience within customer service, compliance or operational services
- Experience leading and developing teams
- Strong knowledge of customer service standards and complaint handling
- Experience monitoring compliance with policies, procedures or regulatory requirements
- Strong performance-management skills
- Experience managing complex customer escalations
- Ability to identify risks and implement service improvements
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Experience preparing reports and management information
- Strong stakeholder-management skills
- Ability to manage multiple priorities and work to deadlines
- Experience working within local government or the public sector would be highly desirable
- Good understanding of governance, audit or assurance processes
- Ability to work independently and exercise sound judgement
- Eligibility to work in the UK
- Ability to provide relevant references/work history
- Ability to complete required pre-employment checks
Why Apply
- Opportunity to work with Cheshire East Council
- Competitive Umbrella rate of £28.64 per hour
- Full-time 37-hour working week
- Senior management responsibility across customer and compliance services
- Opportunity to influence service quality and performance
- Chance to develop further local authority management experience
- Varied role combining team leadership, compliance and customer service
Benefits
- Weekly Pay
- Company Pension
- Ongoing Agency Support
Additional Information
Client: Cheshire East Council
Job Title: Customer and Compliance Manager (JAJB4548 – G10)
Location: Macclesfield Town Hall, SK10 1EA
Positions Available: 1
Hours: 37 hours per week
Start Date: 9 November 2026
End Date: 31 January 2027
Contract Type: Temporary
Pay Rate: Umbrella: £28.64 per hour
Job Types: Full-time, Temporary contract
Pay: £28.64 per hour
Benefits:
- Company pension
Application question(s):
- Do you have previous management experience within customer service, compliance or operational services?
- Do you have experience leading teams and managing performance?
- Are you confident handling complex customer complaints and escalations?
- Do you have experience monitoring compliance, governance or service standards?
- Have you previously worked within a local authority or public-sector environment?
- Are you able to reliably travel to Macclesfield Town Hall, SK10 1EA?
- Are you available to start from 9 November 2026?
Experience:
- Customer Service / Compliance Management: 3 years (required)
- Team Management: 2 years (required)
- Complaints / Escalation Management: 2 years (preferred)
- Local Authority / Public Sector: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.
5308896-11-26
