Our Values

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.

Customer Services is one of the largest departments at Coventry City Council and is the organisation's front face.  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.

We value diverse perspectives and experiences and are striving to create an inclusive workplace culture that is accepting of all and is free from discrimination and bias.

What is the job role?

As a Team Manager, you will provide visible leadership to a team that plays a key role in developing our future workforce through apprenticeships, placements, and ongoing professional development. You’ll be responsible for creating an environment where emerging talent is supported to grow, thrive, and deliver excellent resident services.  Core responsibilities will be:-

• Lead, motivate, and manage direct reports through effective coaching, feedback, and performance management
• Set clear objectives and targets supported by appropriate training and development
• Use quantitative and qualitative performance measures to drive service improvement
• Actively challenge ways of working that negatively impact resident experience or performance
• Build effective working relationships with peers, managers, and stakeholders

Key Focus Areas:

• Develop Future Talent - Build strong future talent through apprenticeships, placements, and professional development, with clear pathways that support progression and long‑term service sustainability.
• Embed Learning & Continuous Improvement - Align learning with service improvement and transformation, using data, feedback, and coaching to drive measurable improvements and foster a culture of learning and innovation.
• Strengthen Service Collaboration - Build effective networks across service areas to maximise impact, share knowledge, and promote consistent, high‑quality service standards.
• Enhance Engagement & Resilience - Create an inclusive, supportive environment that values colleagues, strengthens engagement and retention, and maintains performance through change.
• Champion Resident‑First Governance - Provide strong governance of improvement activity, embedding a resident‑focused mindset that prioritises efficiency, responsiveness, and quality in decision‑making.

About you:

• A confident and authentic people leader who role‑models positive behaviours
• Passionate about developing others and unlocking potential
• Comfortable using data and feedback to improve outcomes
• Resilient, organised, and able to manage competing priorities
• Curious, reflective, and committed to continuous learning
• Driven by a strong sense of purpose and pride in public service

If you're looking for a role where people development, service excellence and resident impact come together, then we'd love to hear from you!

The closing date is midnight on Wednesday, 6th May 2026. We’ll shortlist from there, and if you are successful, we’ll invite you to meet with us for an assessment during the week commencing 11th May 2026.

If you aren’t sure or have some questions, we’d be happy to talk to you. Call Janine Shortland 024 7697 2452 for an informal conversation.

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).

Who are we looking for?

• Pride in 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
• Proven track record of motivating a team to achieve optimum performance in a contact setting
• Ability to deliver improvements in a fast-paced environment
• Experience of working on projects to further develop services
• Ability to respond to change positively
• To be flexible to the needs of the service
• Good IT skills
• An understanding of the range of services provided by the council.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

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 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

For full details on the application process please read the attached document on our jobs page labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.

About Coventry

Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.

We are cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.

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 - to find out more please visit https://www.coventry.gov.uk/council-vacancies

Coventry City Council