Customer Services Team Manager

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

Job summary

Coventry City Council seeks an enthusiastic Customer Services Team Manager to oversee a dynamic team responsible for customer inquiries across various channels. This exciting role demands excellent leadership and communication skills, focusing on driving performance and enhancing service delivery. Candidates should be keen to contribute positively to community services, with a commitment to operational excellence and customer satisfaction.

Qualifications

• Proven track record of motivating a team to achieve optimum performance.
• Ability to support a diverse customer base.
• Experience of working on projects to further develop services.

Responsibilities

• Manage a team of Customer Service Advisors as the first point of contact for customer enquiries.
• Liaise with council service areas and manage performance.
• Engage in regular team meetings and individual performance reviews.

Skills

Communication

Leadership

Motivation

Job description

Jobs and careers with Coventry City Council

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.

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?

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 in Coventry has changed. We’ve brought services together so that customers are able to contact us once for all their needs, we’ve improved our self-service options, and we will be seeing our customers face to face in a new customer service centre in the city centre. There is still a lot of work to do in order to achieve our vision, and that’s where you come in….

You will manage a team of Customer Service Advisors who are the first point of contact for customer enquiries in relation to adult social care; connecting Social Workers and customers upon request, completing adult social care referrals, recording, and passing accurate messages as requiredand signposting as appropriate. We handle contact across multiple channels, and it is a busy and critical team for Coventry City Council. Key elements of the role include liaison with council service areas, managing performance, 1:1 engagement, and well as 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.

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 in a contact environment as well as significant experience in managing 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 improving our Customer Service offer, then this role might be just what you’re looking for.

If you aren't sure or have some questions, we'd be happy to talk to you. Please contact Dan Freeman on 024 7678 7605.

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 30th June 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 14th and 16th July 2025

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 ofworking on projects to further develop services
• Ability to respond to change positively
• To be flexible to the needs of the service
• 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.

• Job Reference coventrycc/TP/122281/11247
• Contract Type Full Time Permanent
• Closing Date 30 June, 2025
• Job Category Customer Service
• Business Unit Human Resources & Org Development
• Location One Friargate, Station Square, Coventry, United Kingdom (Incl. Northern Ireland)