Customer Services Team Manager

The following content displays a map of the jobs location - One Friargate, Station Square, Coventry

Job Reference coventrycc/TP/122281/13067

Number of Positions:

1

Contract Type:

Part Time Permanent

Salary Range:

Working Hours:

22.5

Location:

Closing Date:

28/07/2026

Job Category:

Customer Service

Organisation:

CCC-Corporate

Service Area:

Human Resources & Org Development

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.

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…