Senior Financial Support Officer in Coventry

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

Job Reference: coventrycc/TP/122281/13066

Number of Positions: 6

Contract Type: Full Time Permanent

Salary Range:

Working Hours: 37

Location:

Closing Date: 28/07/2026

Job Category: Customer Service

Organisation: CCC-Corporate Service Area: Human Resources & Org Development

Our Values:

• 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.

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 have several exciting opportunities for Senior Financial Support Officers with a mix of full time permanent positions and fixed term contracts running until 30th September 2027. This is an exciting new role for someone who is passionate about helping people, supporting Coventry residents to become more financially resilient through tailored advice, early intervention, and access to financial support services.

If you are passionate about helping people, delivering excellent customer service, and making a meaningful difference to local communities, we would love to hear from you.

Are you passionate about supporting people and making a real difference in your local community? Do you have excellent communication and people skills, together with experience of benefits and knowledge of the support services available across the city? If so, you could be exactly who we're looking for.

You will identify and contact low-income families to understand whether they could be supported to apply for additional benefits to increase financial stability, prevent homelessness and build resilience. You should have a good knowledge of income benefits and have the skills and ability to help customers resolve complex difficulties.

Duties will include:

• Pro-active outbound contacting of families identified as on a low-income or at risk of crisis to discuss welfare benefits and possible avenues of support.
• Assisting with applications and appeals.
• Using the benefit and budget calculator to support families to claim benefits that they may be entitled to.
• Using data to target support to people who need it most now and uncover hidden pockets of poverty.
• Identify families who are struggling and who may never have engaged with us before.
• Responding to people and their specific circumstances, gaining their trust, and identifying when their support needs may be deeper than the original request.
• You will need to have both excellent communication and problem-solving skills.
• Using your network of contacts both within the Council and across the voluntary network to assist with enquiries and identify opportunities to help people, including working with partner organisations in community sites.
• There will be times when you’ll need the ability to deliver difficult messages and manage expectations, while we try our best there aren’t always straightforward solutions to the challenges that people face.
• Resilience is important in this equally challenging and rewarding role.

Assessments will consist of an interview and scenario-based activity. If you would like to find out more about the role or have any questions, please approach Deb Turner on 02476972891 or Jennie Lawton on 02476971424 during office hours.

Closing date for applications is 28th July 2026 at midnight with assessments to take place 4th and 5th August.

We also welcome applications from colleagues seeking a secondment opportunity (subject to agreement from your current manager), offering an excellent chance to broaden your experience, develop new skills, and contribute to an important area of work while continuing your professional development.

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). All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

Who are we looking for?

• Care about 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.
• Ability to deliver in a fast-paced environment.
• 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.

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.