Customer service manager jobs in Birmingham
Are you passionate about delivering excellence for victims and witnesses? Do you thrive in fast-paced environments, enjoy working with others, and want to make a meaningful difference to those impacted by crime?
Victim Support is seeking a confident and organised, Triage and Early Interventions Officer to work in our Witness Service Referral and Information Centre (RIC). You will be the first point of contact for witnesses and professionals within the criminal justice system (CJS) and will play a pivotal role in providing high quality support to all victims and witnesses of crime.
If you're motivated by team work and organising case files, we would love to hear from you.
.What We Offer
At Victim Support, we are committed to supporting and developing our colleagues. Our competitive rewards and benefits package includes:
- Flexible Working Options - Including hybrid working where applicable
- Generous Annual Leave - 28 days plus Bank Holidays, with options to buy or sell leave
- Birthday Leave - An extra day off to celebrate your birthday
- Pension Plan - 5% employer contribution
- Enhanced Allowances - Enhanced sick, maternity and paternity pay
- Exclusive Discounts - High street, holidays, gyms, entertainment, and more
- Financial Wellbeing Support - Access to salary-deducted finance and guidance
- Wellbeing Resources - Employee assistance programme and wellbeing support
- EDI Networks - Opportunities to engage in colleague groups promoting equity and inclusion
- Sustainable Travel Schemes - Cycle to Work and season ticket loans
- Career Development - Comprehensive training and ongoing development opportunities
About the Role
As the Triage and Early Interventions Officer you will:
- Act as the first point of contact for clients referred into the service, ensuring that comprehensive needs and risks assessments are completed and a tailored response to each client's needs is provided.
- Deliver initial support services and ensure high quality support and effective triage work is completed for people affected by crime, in accordance with the Witness Service operating procedures and be responsible for delivery of a professional and effective telephone /video call-based support service.
- Ensure each witnesses receives an individually appropriate tailored support and information service that fully meets their needs, keeping complex needs central to all processes and decisions.
- Respond appropriately to safeguarding concerns including both child protection and vulnerable adult issues.
- Foster an inclusive, trauma-informed, person-centred approach that recognises diverse needs and vulnerabilities.
You Will Have:
- Strong administration and organising skills.
- Knowledge of safeguarding issues and legislation relating to both child protection and vulnerable adults
- The ability to undertake needs and risks assessments and identify appropriate support
- Experience delivering services in demanding environments with a focus on customer experience and service excellence.
- Good communication skills, both written and verbal.
- The ability to work without direct supervision, manage competing demands, and maintain organised and methodical working practices.
- Sound IT skills, including the use of Microsoft Office and case management systems.
Additional Information-
This role involves exposure to emotionally information and requires resilience and emotional maturity.
Some travel across England and Wales to meet with the RIC team may be required.
About Us
Victim Support is an independent charity dedicated to supporting people affected by crime and traumatic incidents in England and Wales. We put them at the heart of our organisation and our support and campaigns are informed and shaped by them and their experiences.
Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.
At Victim Support, we're proud to celebrate diversity and create a workplace where everyone feels they belong. We're committed to being an antiracist organisation, and we actively welcome applications from people of all backgrounds, including those from Black and Asian and other minoritised communities.
As a Disability Confident Employer, we will offer an interview to disabled candidates who meet all essential criteria for a job where it is practicable to do so. We are also happy to make reasonable adjustments during the recruitment and selection process.
How to apply
To apply for this role please follow the link below to the Jobs page on our website and complete the application form demonstrating how you meet the essential shortlisting criteria.
We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date. If you have already registered & started an application, then we will contact you to advise of the amended closing date wherever possible.
Thank you!
We are seeking a Head of Governance reporting into our Chief of staff and leading a team of four, comprising two Senior Governance Officers and two Governance Officers.
This is an exciting opportunity to join The National Lottery Community Fund in a pivotal leadership role, where you will be given the opportunity to shape and strengthen governance function and frameworks while providing expert support to executives, non-executives, and the Board.
As a trusted advisor to the Chair, you will play a pivotal role in ensuring robust governance, compliance, and assurance in line with our regulatory requirements. You will lead a skilled team delivering strategic governance oversight in a modern, agile way that supports the whole organisation.
Why Join Us?
This is a unique opportunity to shape governance at a senior level within a purpose-driven organisation. You will work alongside senior leaders and stakeholders, influence strategic direction, and lead meaningful improvements that make a lasting impact.
Key Responsibilities
- Lead and develop all areas of governance across the Fund, ensuring efficient, effective, and compliant practices.
- Provide strategic governance oversight, driving consistency and harmonisation across committees and decision-making forums.
- Act as a proactive and trusted advisor to the Chair of the Board.
- Oversee governance support for UK-wide and England-based decision-making bodies, simplifying and improving ways of working.
- Manage a complex cycle of governance meetings, ensuring excellence in delivery and decision-making support.
- Lead the appointment, induction, and development of non-executive members.
- Build and lead a high-performing governance team, fostering development, coaching, and continuous improvement.
- Work closely with the sponsor government department and lead governance improvement initiatives aligned to our One Fund ambition.
- Contribute strategically as part of the Directorate leadership team, supporting corporate planning and taking collective responsibility for staff.
About You
You are an experienced and influential governance leader with a track record of delivering strategic oversight and driving organisational improvement. You bring:
- Significant experience leading a governance function within a complex or public sector organisation.
- Proven ability to streamline processes and strengthen governance assurance.
- Experience providing strategic, proactive support to senior executives and Boards.
- Strong knowledge of relevant legislative frameworks (including the National Lottery Act and Public Sector Equality Duty).
- Expertise in delivering governance improvements through harmonisation and matrix working.
- A strong people leadership background, with experience coaching and developing high-performing teams.
- Excellent stakeholder management skills and a commitment to outstanding customer service.
Interview details:
- Date: Week Commencing 6 July 2026
- Format: Online
- Location: UK Wide
The role can be based at any of our UK offices: Belfast, Birmingham, Cardiff, Exeter, Glasgow, Leeds, London, Manchester, Newcastle, and Newtown.
For an informal discussion about the role, please contact the recruitment team
For any questions about the recruitment process, please email the recruitment team.
How to apply:
Upload your CV in word format and write a supporting statement (1000 words) with the following criteria, we will use this to score your application.
Essential Criteria
- Proven leadership experience of a governance function within a complex, regulated or public sector organisation.
- Demonstrable expertise in governance frameworks and compliance, with the ability to ensure adherence to statutory and regulatory requirements.
- Significant experience advising senior executives and Boards, including acting as a trusted and proactive strategic advisor.
- Strong track record of improving governance practices, including streamlining processes and driving consistency across committees or decision making bodies.
- In-depth knowledge of relevant legislation, including the National Lottery Act and Public Sector Equality Duty (or equivalent regulatory frameworks).
- Experience leading and developing high-performing teams, with a focus on coaching, mentoring, and building capability.
- Exceptional stakeholder management skills, with the ability to influence and build strong relationships across internal and external stakeholders, including government departments.
- Excellent organisational and operational skills, including managing complex governance cycles, delivering high quality outputs, and ensuring attention to detail and assurance.
Equity, Diversity and Inclusion
Communities in the UK come in all shapes and sizes. National Lottery funding is for everyone – therefore, we are committed to equity, diversity and inclusion and we work hard to ensure our funding reaches where it is needed.
We also believe our people should represent the communities, organisations and individuals we work with. That’s why The National Lottery Community Fund is committed to being an inclusive employer and a great place to work. We recognise and celebrate the fact that our people come from diverse backgrounds. We positively welcome applications from people from ethnic minority backgrounds, people with disabilities or longstanding health conditions, people who are LGBTQ+, and people from different socio-economic and educational backgrounds, as well as people of all ages.
As a Disability Confident Employer, we take a proactive approach in making reasonable adjustments, if needed, throughout the recruitment process and during employment. (This can be related to a physical and mental health condition.)
Non Charity Employer
501 - 1000
It starts with community.
The client requests no contact from agencies or media sales.
Thank you!
This is an exciting new opportunity to shape the future of technology and digital capability across five South West charities. We are seeking an exceptional Regional Chief Technology Officer who is motivated by both challenge and purpose; someone who can harness technology to make a tangible difference to how our faith-based charities support church communities.
Working across Bath & Wells, Bristol, Exeter, Salisbury and Truro, this role offers a rare platform to influence at scale. The successful candidate will lead a region-wide programme of digital transformation and process optimisation, helping modernise systems, strengthen cyber resilience and unlock efficiencies that release resources for mission and ministry.
This is not technology for its own sake. We are looking for someone who combines strategic insight with practical delivery; a leader who can translate complex technical possibilities into real-world improvements for staff, clergy and volunteers. You will play a key role in shaping the responsible adoption of emerging technologies, including AI, while ensuring strong governance, security and compliance.
Please note that, whilst the role will be primarily home-based, the post-holder will be required to travel regularly across the Southwest region, with an onsite presence in each organisation at least once per month.
Responsibilities
Strategic Leadership:
- Develop, articulate, and implement a shared digital transformation and technology strategy that is directly aligned with the overarching mission and strategic goals of the five dioceses.
- Act as the principal technology advisor to the Diocesan Secretaries and their senior leadership teams.
Process Mapping & Optimisation:
- Lead a comprehensive, collaborative review of key administrative and operational processes within the Diocesan Boards of Finance (DBFs) and in parishes where appropriate.
- Use process mapping techniques to identify inefficiencies, bottlenecks, and areas for improvement, and then design and implement optimised workflows.
AI & Responsible Innovation:
- Actively research, evaluate, pilot, and implement appropriate AI and automation tools to enhance efficiency, support fundraising, and improve service delivery.
- Ensure all innovation is undertaken responsibly, ethically, and with a clear focus on tangible benefits.
Stakeholder Management & Engagement:
- Build and maintain strong, collaborative relationships with a diverse range of stakeholders across all five dioceses, including clergy, staff, and volunteers.
- Foster a culture of digital literacy and champion the benefits of change in a clear, accessible, and empathetic manner.
Project & Change Management:
- Oversee the full lifecycle of technology and process improvement projects, from initial conception and business case development through to delivery, user training, and final handover.
- Employ robust project management methodologies to ensure projects are delivered on time and within budget.
Qualifications, Training & Experience:
- Proven and extensive senior technology leadership experience (e.g., CTO, Head of IT, Director of Digital Transformation) with clear evidence of strategic impact.
- Relevant degree (or equivalent) in a technology-related discipline, with appropriate professional certifications in technology, architecture, project or change management, and membership of a relevant professional body.
- Strong track record in business process mapping, analysis and re-engineering delivering measurable efficiency gains.
- Practical experience evaluating, procuring and implementing modern technology solutions, including cloud platforms (e.g., Microsoft 365), CRM systems and data analytics tools.
- Experience in the charity, non-profit or similarly complex, values-driven sector is highly desirable. Demonstrable experience of, or well-informed and practical interest in, the responsible and ethical application of AI and automation in an organisational context.
- Significant experience in technology strategy, budget management, vendor negotiation and delivery of complex, multi-stakeholder programmes.
Competencies & Behavioural requirements:
- Exceptional communicator and translator: Able to convey complex technical concepts in clear, accessible language and influence a wide range of non-technical stakeholders with confidence.
- Strategic yet pragmatic thinker: Sees the big picture and aligns technology with organisational priorities, while remaining hands-on and focused on practical, value adding solutions.
- Collaborative and emotionally intelligent leader: Builds trust and consensus across diverse stakeholders and cultures, leading change with empathy, credibility and sensitivity.
- Resilient and delivery-focused: Proactive and self-motivated, with the drive and discipline to deliver complex, multi-year programmes and achieve measurable outcomes.
- Culturally astute and values-aware: Demonstrates understanding of, and respect for, the Church of England’s context, governance and ethos, navigating the environment with diplomacy and good judgement.
Our benefits include:
- Generous company pension
- A comprehensive health & wellbeing programme, inlcuding an Employee Assistance Programme
- Paid volunteering & study leave allowace
- Company events
- Home working
Registered Charity
51 - 100
The Diocese of Salisbury is a Christian community of churches, schools and chaplaincies serving one million people over 2000 square miles.