Customer Services Team Manager
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.
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.
What is the job role?Are you excited and enthusiastic about Customer Service?
Are you an effective leader and able to promote a culture of putting the customer at the heart of everything we do?
Can you motivate and support individuals to drive change and continual improvement in performance?
Then let’s talk ….
Customer Services is changing lots, we’re re-thinking what buildings we provide services from, changing how we physically group services and determining how we need to operate to ensure our residents have a say in what our services look like. Perhaps it would be easier to say that we are re-thinking everything that we do! There is still a lot of work to do in order to achieve our vision and that’s where you come in….
Customer Services Team Manager (Council Tax/Housing Benefits) – Grade 6 – job share to work 22.5 hours, Wednesday, Thursday and Friday (Salary will be pro rata to the number of hours worked)
This role manages a team of Customer Service Advisors who are the first point of contact for Council Tax and Housing Benefits. Providing advice, dealing with enquiries in relation to Council Tax liability, payment plans and changes to customers' circumstances across multiple channels it is a busy and critical team for Coventry City Council.
Key elements of the role include liaison with Revenue and Benefits, managing performance, 1:1 engagement, and regular team meetings. You will need a good eye for detail and excellent communication skills; You will also be confident in your decision making and expect high standards from yourself and your team.
You will work as part of the wider Customer Service Management team. A good level of IT is required for this role and you will also have a proven track record of managing performance and change. The Customer Services Team Manager role is generic and you may be assigned to manage and support other teams across Customer Services.
So, if you get a kick out of helping people develop and want to join us in in improving our Customer Service offer then this role might be just what you’re looking for.
Keen to join the team? Please complete an application form, tell us about your previous experience and where you have used your skills to shine. I’d be happy to talk to you, call me, Dan Freeman on 024 7697 7410 for an informal conversation
The closing date is midnight on Tuesday 28th July 2026, we’ll shortlist from there and if you’re successful we’ll invite you to assessments. Assessments will take place on 11th and 12th August 2026 and will consist of a competency-based interview and a presentation. Previous unsuccessful applicants need not apply
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).
All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
Who are we looking for?- Care about delivering an excellent service to every internal and external customer
- Excellent communication skills, confident in face to face, telephone and written activity
- Ability to support a diverse customer base
- Ability to deliver in a fast-paced environment
- Ability to respond to change positively
- To Be Flexible to the needs of the service
- Good IT skills
- An understanding of the range of services provided by the Council.
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.
About CoventryCoventry 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
Salary range
- £33,699 - £39,862 per year