Job Description

Employer:

Wokingham Borough Council

Salary:

52,414 - 57,870 Per Annum, Plus Benefits

Location:

Shute End, Wokingham

Contract:

Permanent

Working Pattern:

Full Time

Hours:

37 hours per week.

DBS Check:

Enhanced

Closing Date:

11/01/2026 at 23:00

Reference:

TBC

Are you passionate about improving the experiences of children, young people, and families? Do you thrive on driving service improvement, championing customer voice, and shaping a culture of transparency and learning?



If so, this is your opportunity to make a real difference at the heart of Children's Services.



We have a fantastic opportunity available for a Customer Relations Manager to join our Children's Services Team at Wokingham Borough Council, on a full time, permanent basis.



As the Customer Relations Manager you will be the champion for how our services engage with families, resolve concerns, and use feedback to evolve. You'll work alongside senior leaders, frontline teams, community partners and families to ensure that Children's Services remains open, responsive and committed to learning.



We are seeking an enthusiastic and influential Customer Relations Manager to lead the strategic development and operational delivery of our Children's Services Complaints Framework across Social Care and SEND. This role is central to strengthening how our services engage with families, resolve concerns, and use feedback to evolve.

Staff Benefits

Not only is this an excellent opportunity, but it's a fantastic time to join our team. You will receive an extensive range of employee benefits including:

Generous Annual Leave

entitlement of 31 days (rising by 5 days after 5 years of continued local government service), plus bank holidays

Local Government Pension Scheme

GP Helpline

7 days per week

Employee Assistance Programme

with a 24/7 Your Care confidential helpline

Free Eye Tests

and

Flu Vaccines

Free Onsite Gym

(located at Shute End, Wokingham)

Salary Sacrifice Schemes

- including Car and Cycle to Work

Local & Lifestyle Discounts

- savings on shopping, entertainment, restaurants, and more

Move through Menopause Course

Sports & Social Group Activities

- running, football, cricket, and more

Learning & Development Opportunities

Employee Networks

And more!

Key responsibilities:

Lead and manage the statutory Children's Services complaints and representations process across Social Care and SEND.

Act as the primary point of contact for complaints, MP/Councillor enquiries, LGSCO investigations and complex customer issues.

Ensure compliance with all statutory timescales and regulatory requirements.

Provide expert guidance, training and leadership to teams around effective complaints handling and a culture of learning.

Transform feedback into insight, driving improvements in policy, practice, systems and service culture.

Develop and present key performance metrics to senior leaders.

Work collaboratively with partners including the Local Offer Coordinator, SEND Voices, CAN Network and SENDIASS.

Promote open, accessible engagement with families through community events, webinars and drop?ins.

Act as a SEND subject matter specialist.

Supporting with identifying and celebrating compliments and good practice

Candidate requirements:

Essential:

Degree-level qualification or equivalent experience.

Experience in partnership working and stakeholder management.

Track record of driving customer?focused service improvements.

Strong communication skills.

Ability to analyse data and influence decision-making.

Understanding of the SEND landscape and relevant legislation.

Desirable:

Management qualification.

Experience in large or political organisations.

Experience benchmarking good practice in complaints.

Additional Information

Enhanced DBS required.

Some lone working and travel required.

Work with children and vulnerable adults is involved.

About Wokingham

Wokingham Borough sits in the heart of Berkshire, close to Reading and London, with great transport links. It's a safe and thriving place to live and work, with good schools, open countryside, and a strong sense of community.

Ready to Make an Impact?

Apply today and help build a service where every child's experience matters



For an informal chat, please contact Sara James, Head of Quality Assurance & Safeguarding via email - sara.james@wokingham.gov.uk

Closing Date:

11th January 2026, 11pm

Interview Date:

19th January 2026


If your application is shortlisted for an interview, you will be required to provide proof of your right to work in the UK at that stage. Additionally, successful candidates must present proof upon receiving a job offer.


Please note that all offers are conditional and subject to the satisfactory completion of pre-employment checks.


Please be aware that we will be reviewing the applications we receive on a daily basis, and we reserve the right to close the advert early if suitable candidates are identified.


Wokingham Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff, other workers and volunteers to share this commitment. All successful candidates for this role will be subject to Disclosure & Barring Service (DBS) checks along with other relevant employment checks.


Due to the high volume of applications we receive, we regret that we are unable to respond to every applicant individually.


If you do not hear from us within 4 weeks of the application closing date, please assume that your application has not been successful on this occasion.


We appreciate your interest in joining Wokingham Borough Council and thank you for taking the time to apply.


Wokingham is an equal opportunities employer.