At Manchester City Council, making a difference to lives is at the heart of everything we do. But if there’s one team where this really stands out, it’s the Customer Service Organisation.
We're the first point of contact for customers and residents in Manchester for accessing Council services.
We get to know our residents: we hear their stories, experiences and struggles. We’re there for people when they need us, whether it’s paying council tax, reporting an emergency, or getting support from social care experts.
Our staff take ownership and help our residents get the best possible experience. We also work with teams across the Council to make sure that swift action is taken to get issues resolved.
What to Expect:
When you join our customer service organisation, you should always seek to exceed expectations, make sure our residents feel valued and talk to them in a natural, clear and straightforward way. If you’re a good listener with a friendly and helpful personality, we’ll provide all the training you need.
- You’ll answer phone calls and respond to emails from residents across a range of topics. If you’re in our reception team, you’ll also will support residents face to face.
- You’ll get full training, your own laptop and telephony equipment when you start.
- You’ll need to be able to access WIFI, so you can work from home, if required.
- You’ll need to be resilient – the work is fast paced and can be challenging.
What you'll get:
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Competitive Salary |  |
Access to health and wellbeing support | |||
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25 days (+5 after 5 years) annual leave |  |
A mix of working from home and on site | |||
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3 days volunteering leave |  |
Development to progress your career | |||
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Local Government Pension Scheme |
Our Mission to Develop Staff:We are proud to develop all of our staff with training, apprenticeships and opportunities to develop skills. We have many successful apprentices undertaking Customer Service and Business Support NVQs. We are proud to develop all of our staff with training, apprenticeships and opportunities to develop skills. We have many successful apprentices undertaking Customer Service and Business Support NVQs. |
Cheryl’s story:
I first applied to work for Manchester City Council in the Customer Services Organisation. This was a completely new role for me, so at first, I was feeling uncertain and nervous. However, I soon felt better when I realised the skills I had gained throughout my working and personal life transferred well into this role.
I have had the opportunity to work in lots of different areas in the past, such as Revenue and Benefits, Homelessness and more recently Social Care. I joined the Social Care team in September 2020. This was a very familiar role for me as I have worked with children and families for 30 years and it seemed like a natural path to follow. Working with our vulnerable members of society is always a rewarding experience, even the small gestures of support can make a massive difference.
I found the recruitment process very straightforward, friendly, informative, and reassuring. The work is really varied and every day is different, with lots of areas to learn about and gain new skills. Opportunities in other areas of the Council often become available, and the transferable skills you gain here help you to progress into other roles.
The shifts are flexible, and I have a mixture of office and home working available to me. I also go back to the office a couple of times a month to the Customer Service Centre to support colleagues who still work there.
I completed most of my social care training from home with a little time in the office. There was always someone available to support me when needed. We communicate with colleagues on calls, Microsoft teams and chats. The flexibility of working both in the office and home working provides me with a good work/life balance and without the daily commute I have more time in my day to pursue my own interests.
I feel that all of these different experiences along my journey have helped to develop my skills, which transfer to my current role. This is why I feel that no matter what your background, working for the Council provides the flexibility and opportunities to find a role that matches your skills and the chance to progress your career.
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Got a question about working in the Customer Service Organisation?
Contact us: Emma Bone (Neighbourhood Services/ Revenue and Benefits) emma.bone@manchester.gov.uk Kay Paterson (Social Care and CSC) kay.paterson@manchester.gov.uk
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