Job Description

About the team we are recruiting to

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


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.


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?

Are you ready to drive innovation, streamline operations, and create standout internal customer experiences? Customer Services is looking for a dynamic leader to shape and deliver a bold support strategy that transforms how we work and connect with our internal service users.


Within our team, people from minority ethnic backgrounds are currently under-represented across our middle-management team; as a result, we would like to encourage people from minority ethnic backgrounds to apply for this post. This does not prevent any other applicants with a protected characteristic or a non-protected characteristic from applying.

What We're All About

Our team is the engine behind smarter, more efficient services. From modernising administration to commercialising digital print and mail, we're focused on delivering high-impact solutions that empower and delight colleagues and unlock new opportunities.

Your Mission

As Organisational Support Lead, you'll work with our managers to :

Design and deliver a forward-thinking support strategy aligned to our Customer Service vision Lead the adoption of automation and digital tools to improve service delivery Develop and promote a compelling offer for our Digital Print & Mail service Collaborate with partners and teams to evolve services using data, technology, and best practices Shape and manage our Executive Support function to ensure senior leaders thrive

What You'll Be Doing

Championing digital self-service and building confidence in new systems Driving performance and quality across all support functions Using data to identify trends, improve workflows, and boost profitability Promoting services through events, communications, and award submissions Supporting senior stakeholders with expert guidance Ensuring compliance with financial and data protection standards Deputising for the Head of Customer Service when needed

What You'll Bring

Proven experience leading strategic change and digital transformation Strong commercial acumen and the ability to develop profitable service offers Exceptional communication, negotiation, and stakeholder engagement skills A passion for inclusive leadership and continuous improvement A degree in Business, Programme Management, Public Sector Management, or Marketing

The closing date is midnight on the 9th September 2025. We'll shortlist from there, and if you're successful, we'll invite you to the interview and an assessment centre. Assessments will take place on 1st and 2nd October 2025.


If it would be helpful to talk things through in a bit more detail, then give Adrienne Bellingeri a call on 02476 971045.


This post is fixed-term for 18 months.

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

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?

The job description will tell you all about the practical things we're looking for, but if you talk to us, we'll say it's more than that:-

Plate spinners, who thrive on lots going on, like making sense out of emerging agendas and enjoy being exposed to loads of different projects and activities. People people, who love to get the best out of others recognise that they don't have all the answers themselves but know how to work alongside people to find them. Collaborators actively seek opportunities to work across organisations and with partners to create innovative solutions and open their thinking up to external challenge. Problem solvers, who are creative and thoughtful, to help us reimagine not only how we support our residents and our organisation but who'll push boundaries and not be afraid to try new things. Values people who will bring their hearts to work with them, who'll genuinely care about doing the right things and creating a can-do culture. Realists, pragmatists and survivors - this stuff is hard, and we won't always get it right, so we need to work together to adapt, learn from our history and use it to inform our future, all while keeping going.

If that sounds like you, then what are you waiting for?


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 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

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


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.