Change Manager

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.

Customer Services is one of the largest departments in Coventry City Council and are the front face of the organisation. We are usually the first port of call for customer enquiries across the council. Our fast-paced telephone teams deal with thousands of calls and emails a week, we have a dynamic Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries from paying their council tax to seeking help to access services and dedicated support teams who process bookings, timesheets and general administration work for the whole organisation.

You may be based in one of several locations, we have a Customer Service Centre right in the heart of the city; Friargate – a large purpose built office by the train station along with several reception points across the city.

Joining Customer Services is a really good stepping stone into a long term career with the Council, depending on the role you are offered you will learn about other parts of the organisation

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.

Change Manager - Cov Connects Programme - Fixed Term for 12 months

Help Shape the Future of Resident Services in Coventry

Do you thrive on helping people embrace change? Are you passionate about improving services, delivering measurable benefits, and creating better outcomes for residents?

We're looking for an experienced and enthusiastic Change Manager to join the Cov Connects Programme, supporting a portfolio of transformation projects within Resident Services at Coventry City Council.

Resident Services brings together a wide range of frontline and support services that help residents access advice, support and council services when they need them most.

Through the Cov Connects Programme, we are transforming how we deliver services, improving the resident experience, streamlining processes, embracing digital opportunities, and ensuring our services continue to meet the changing needs of our communities.

This role will play a key part in turning ambition into reality, helping services successfully navigate change while keeping residents at the heart of every decision.

Why Join Us?

At Coventry City Council, we are committed to creating services that put residents first. As a Change Manager, you will play a vital role in ensuring change is not only delivered successfully, but embraced, embedded, and sustained.

Working alongside a highly motivated Transformation Team, you will help shape how services evolve, support colleagues through change, and ensure projects deliver measurable benefits and value for money.

This is more than project delivery. It's about creating positive, lasting impact.

What You'll Be Doing

As a Change Manager, you will:

• Lead and support change activity across a range of Resident Services projects
• Help services prepare for, implement and sustain change successfully
• Define, track and realise benefits arising from change and transformation activity
• Translate programme priorities into clear, measurable outcomes
• Use data, insight and evidence to inform decision making and demonstrate impact
• Engage and collaborate with a wide range of stakeholders across Resident Services and the organisation
• Embed sustainable ways of working that continue delivering benefits long after implementation
• Help build a culture where continuous improvement and customer focus drive everything we do

All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

We're seeking someone who understands that successful transformation is about people as much as process.

You will be:

An experienced change professional with a strong track record of delivering organisational change

• Passionate about improving services for residents and communities
• Skilled at engaging and influencing people at all levels
• Confident working across complex organisations and multiple priorities
• Experienced in benefits realisation and outcome-focused delivery
• Comfortable using data and insight to evidence impact and drive continuous improvement
• Resilient, adaptable and able to work positively in a fast paced environment

Most importantly, you'll recognise that meaningful change happens when people feel supported, engaged and empowered throughout the journey.

Ready to Make Change Matter?

If you're passionate about helping people and services succeed through change and want to play a key role in delivering the Resident Services Cov Connects Programme, we'd love to hear from you.

Apply today and help us turn ambition into action through the Cov Connects Programme.

We would welcome applicants from all groups in our city, especially from people from the global majority as this is underrepresented in our team. The closing date is midnight on the Sunday 27th September 2026, we’ll shortlist from there and if you are successful, we’ll invite you to meet with us for an assessment week commencing Monday 12th October 2026 and will consist of a competency based interview and a presentation.

If it would be helpful to talk things through in a bit more detail call Joe on 024 7697 1385 during office hours for an informal conversation.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

Need help completing your application form? The Job Shop can support you. You can email them at jobshopemploymentsupport@coventry.gov.uk or visit the Job Shop in person, please see their webpage for more information. For all other queries, contact Resourcing@coventry.gov.uk.

Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'.

We recognise that you might use AI tools to help with your application. While these tools can be useful, please make sure that all information you provide about your experience, skills, and qualifications is accurate. What matters most to us is hearing about your experience and the achievements that truly reflect you!

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.

If you join us, we will provide a fantastic rewards and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies