Customer Services Manager

Job details

Job reference RWD
0000765 | Date posted 29/05/2026 | Final date to receive applications 22/07/2026 | Location Homebased / Agile | Salary £59,852 to £62,585 per annum | Package Local Government Pension Scheme, Up To 32 Days Annual Leave, Bupa Cashplan Scheme, Work Perks Scheme. Contractual hours 37 Basis Full time | Job category/type Administration / Clerical / Secretarial - inc PA, Customer Service, Finance (including Audit and Accountancy), Management, Revenues / Benefits

Benefits and Customer Services Manager – a key leadership role within Customer & Digital Services, responsible for ensuring residents receive efficient, accessible, and responsive support while driving continuous improvement and transformation across services.

• Provide strategic and operational leadership for Benefits and Customer Services, ensuring services are efficient, compliant, and customer focused.
• Lead, develop and motivate teams to deliver high performance and continuous improvement.
• Ensure the accurate and timely administration of Housing Benefit, Council Tax Support, and customer service delivery channels.
• Drive service transformation, including the use of digital tools and process redesign to improve customer experience and efficiency.
• Manage service performance, using data and insight to monitor outcomes, identify trends, and implement improvements.
• Ensure compliance with relevant legislation, regulations, and council policies, including data protection and information governance requirements.
• Work collaboratively across services to support corporate priorities, including Local Government Reorganisation and digital transformation.
• Lead on customer strategy, ensuring services are accessible, inclusive, and responsive to diverse community needs.
• Manage budgets and resources effectively, ensuring value for money and service sustainability.

The postholder will work predominantly from home, attending offices or sites within Warwick District as required. Any costs for travel from home to the office will be met by the successful candidate. Hybrid and office working is also available.

We are committed to safeguarding and promoting the welfare of children, young people and adults and expect all staff and volunteers to share this commitment. This post is subject to a Basic DBS check.

Direct line management responsibility for 2 Customer Service Team Leaders and a Principal Benefits Officer.

Disability Confident employer – guarantees interview for candidates with a disability whose application meets the essential criteria. Applicants must disclose that they have a disability and would like to be considered for the Guaranteed Interview Scheme (GIS).

If you require application forms in an alternative format / language or any adjustments to be made throughout the application or recruitment process or upon appointment, please contact  and we will make every effort to meet your specific requirements.