At a Glance
- Tasks: Lead and enhance customer-focused services in Benefits and Customer Services.
- Company: Warwick District Council, a supportive and empowering workplace.
- Benefits: Competitive salary, flexible working, and extensive career development opportunities.
- Other info: Hybrid working available; commitment to safeguarding and inclusivity.
- Why this job: Shape community services while driving innovation and operational excellence.
- Qualifications: Experience in leadership and customer service management required.
The predicted salary is between 62585 - 62585 £ per year.
Here at Warwick District Council, we pride ourselves on the fact that we offer you a great place to work. We achieve our goals by recruiting and retaining motivated, empowered and flexible staff. We are committed to training and development, and we encourage a healthy work-life balance.
We are seeking an experienced and motivated Benefits and Customer Services Manager to lead the delivery of high‑quality, customer‑focused services across our Benefits and Customer Services functions. This is 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.
You will play a critical role in shaping how we deliver services to our communities—balancing operational excellence with innovation, digital enablement, and a strong customer focus. We are looking for a strategic and people‑focused leader who can inspire teams, lead through change, and deliver measurable improvements in service performance and customer experience.
You will be confident managing complex service areas, working collaboratively across the organisation, and engaging with a wide range of stakeholders, including senior leadership and elected members. You will bring a strong understanding of customer needs, a commitment to inclusive service delivery, and the ability to translate strategy into operational outcomes.
Main Responsibilities- 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 intention is for the postholder to work predominately from home; however, it is a requirement to attend our offices or sites within Warwick District as required. Any costs for travel from home to the office will be met by the successful candidate. However, 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.
If you are a driven and forward‑thinking leader with a passion for delivering high‑quality public services, we would welcome your application.
Overview Of Team: Direct line management responsibility for 2 Customer Service Team Leaders and a Principal Benefits Officer.
If you have any questions or wish to have an informal discussion, please contact Andrea Wyatt (Head of Customer & Digital Services).
Closing date: 22nd July 2026
Interview date: 31st July 2026
StudySmarter Expert Advice🤫
We think this is how you could land Benefits and Customer Services Manager in Warwick
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WMJobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WMJobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Benefits and Customer Services Manager in Warwick
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WMJobs:Your cover letter is your chance to shine! Tell us why you want to work at WMJobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WMJobs!
How to prepare for a job interview at WMJobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
