Customer Services Team Manager

Coventry City Council; Coventry; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local government authority in the UK seeks a Customer Services Leader to oversee a team handling various customer enquiries. Candidates should have excellent communication skills, a strong customer service focus, and the ability to lead and motivate teams in a dynamic environment. This role offers a stepping stone for a long-term career within the council and includes a commitment to diversity and inclusion.

Benefits

Competitive salary

Benefits package

Diversity and Inclusion initiatives

Qualifications

• Pride in delivering an excellent service to every customer.
• Ability to support a diverse customer base.
• Experience of working on projects to further develop services.

Responsibilities

• Lead teams handling customer enquiries across various services.
• Ensure every customer interaction is positive.
• Assist in developing and improving services.

Skills

Excellent communication skills

Ability to motivate a team

Good IT skills

Flexibility to service needs

Customer service focus

Job description

Our Values

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.

• 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.

About the Team We Are Recruiting To

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?

We’re on the lookout for people who are passionate about delivering exceptional service - people who take genuine pride in making every customer interaction count, whether it’s with colleagues or the wider community. You’ll be a natural communicator, leading dynamic teams of telephone agents and administrators who handle a wide range of enquiries from adult social care and children's services to council tax, housing benefits, and more, with the ability to connect with a broad and varied customer base and tailor your approach to meet their needs.

You’ll be the kind of leader who energises a team, inspires high performance, and thrives in a fast-paced environment where change is embraced and improvement never stops. With sharp IT skills and hands-on experience in developing services, you’ll bring flexibility, positivity, and a solid understanding of the council’s diverse service offer. If you’re ready to make a real impact and help shape the future of customer service in Coventry, this is your moment.

If you aren’t sure or have some questions, we'd be happy to talk to you. Please contact Carla Crawley on 02475 381104 or Aidan Dunne on 02476 977439.

Keen to join the team? Please complete an application form and tell us where you have used your skills to shine.

The closing date is midnight on the 6th October 2025. We’ll shortlist from there, and if you’re successful, we’ll invite you to the interview and an assessment centre. Interviews will take place on the week commencing 20th October 25.

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).

Who are we looking for?

• Pride in 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
• Proven track record of motivating a team to achieve optimum performance in a contact setting
• Ability to deliver improvements in a fast-paced environment
• Experience of working on projects to further develop services
• 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 Coventry

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

Coventry City Council

Attached documents

• Job Description and Person Specification.pdf
• Coventry City Council Application Process.pdf