Customer Services Manager

This role sits within our Customer Service team and will be key to helping us make a difference for our diverse range of residents and supporting our organisation on its transformation journey. Customer Services is changing, and 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.

We are looking for someone who can say yes to the following questions:

• Have you had responsibility for large teams (50+ people) in another organisation?
• Have you driven change and had to consider the resident impact, strategic implications, and the operational detail?
• Are you someone who is open to understanding the varied lived experiences of our residents?
• Do you have the energy, enthusiasm, passion, and tenacity to drive cultural change?
• Do you lead with your heart as well as your head?

We are on a journey, and things are moving fast. It\’s an exciting time for us, but there is a lot to do. Within our team, people from minority ethnic backgrounds are currently under-represented across our management team, so we would like to encourage people from minority ethnic backgrounds to apply for this post.

>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, accepting of all and free from discrimination and bias. Customer Services is one of the largest departments in Coventry City Council and is the front face of the organisation.

We deal with thousands of calls and emails a week, have a dynamic Customer Service Centre with around 2500 visitors a week, 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, including a Customer Service Centre in the heart of the city.

Joining Customer Services is a good stepping stone into a long-term career with the Council. We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

To deliver the best services to our residents, we need the best people working for us to make a difference to our communities. If you join us, we will provide a fantastic rewards and benefits package.

We offer a Guaranteed Interview Scheme as part of our commitment to inclusion. To qualify, you\’ll need to meet the minimum requirements for the role and identify with one of the following 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