Change Manager, Customer Service​/HelpDesk

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.

Do you thrive on helping people embrace change? Are you passionate about improving services, delivering measurable benefits, and creating better outcomes for residents?

We're looking for an experienced and enthusiastic Change Manager to join the Cov Connects Programme, supporting a portfolio of transformation projects within Resident Services at Coventry City Council.

Resident Services brings together a wide range of frontline and support services that help residents access advice, support and council services when they need them most.

Through the Cov Connects Programme, we are transforming how we deliver services, improving the resident experience, streamlining processes, embracing digital opportunities, and ensuring our services continue to meet the changing needs of our communities.

This role will play a key part in turning ambition into reality, helping services successfully navigate change while keeping residents at the heart of every decision.

At Coventry City Council, we are committed to creating services that put residents first. As a Change Manager, you will play a vital role in ensuring change is not only delivered successfully, but embraced, embedded, and sustained.

Working alongside a highly motivated Transformation Team, you will help shape how services evolve, support colleagues through change, and ensure projects deliver measurable benefits and value for money.

This is more than…