Financial Support Team Manager

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

Customer Services is one of the largest departments at Coventry City Council and is the organisation's front face. 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.

Lead the Way – Become Our Financial Support Team Manager! - Full Time Permanent

Are you a compassionate leader ready to make a real difference in the lives of vulnerable residents? Resident Services is seeking a dynamic Community Support Team Manager to lead our frontline support function - driving high-quality service delivery, proactive caseload management, and collaborative community outcomes.

What You’ll Be Doing

• Overseeing caseload activity across the team, ensuring volume, quality, and spend align with service goals
• Authorising financial interventions for vulnerable residents, balancing impact with value for money
• Acting as the escalation point for complex cases, encouraging creative, personalised solutions
• Partnering with voluntary organisations to coordinate timely, tailored support
• Collaborating on bespoke training and coaching plans to build team capability
• Monitoring performance metrics including contact activity, progression, and satisfaction
• Championing digital inclusion through outreach and resident support
• Leading team meetings, engagement sessions, and 1:1 review’s focused on development and service excellence
• Deputising for senior managers and contributing to strategic planning
• Driving change to better suit needs of residents and our people
• Resolving complaints swiftly and using feedback to drive service improvements

Why This Role Matters

This is your opportunity to lead with purpose - supporting Coventry’s most vulnerable residents through innovative, responsive, and compassionate service. You’ll shape a team that delivers real outcomes, builds trust, and strengthens the city’s support network.

Ready to lead a team that transforms lives? Apply now and help us build a Coventry where every resident feels supported, empowered, and included.

This position is primarily office-based, with regular responsibilities at various locations across the city. Please note that remote work opportunities are limited while maintaining essential office-based working 40% as a minimum, with the expectation that this may depend on business needs.

The closing date is midnight on the 22nd May 2026. We’ll shortlist from there, and if you are successful, we’ll invite you to meet with us for an Interview after 1st June. If it would be helpful to talk things through in a bit more detail, call Deborah Turner on 02476972891 during office hours for an informal conversation.

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

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

• Proven leadership experience in customer service or community support settings
• Strong analytical, coaching, and decision-making skills
• A collaborative mindset and excellent communication abilities
• A commitment to equality, diversity, and inclusion
• Experience managing financial resources and performance metrics
• A track record of driving continuous improvement and team development

Need help completing your application form? The Job Shop can support you. You can register online here for an initial assessment or visit the Job Shop in person. Please see their webpage for more information. For all other queries, contact Resourcing@coventry.gov.uk.

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

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 on our jobs page labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.

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