Resident Contact Lead
| Posting date: | 01 December 2025 |
|---|---|
| Salary: | £65,799 to £67,904 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 14 December 2025 |
| Location: | One Friargate, Station Square, Coventry, CV1 2GN |
| Company: | Coventry City Council |
| Job type: | Permanent |
| Job reference: | coventrycc/TP/226/11913 |
Summary
We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.
Lead the Future of Resident Services in Coventry!
Are you ready to shape the way Coventry connects with its residents? We're looking for a visionary leader to take the helm of our Resident Services team - driving innovation, championing inclusivity, and delivering exceptional experiences across every touchpoint.
Within our team, men are currently under-represented across our middle and senior management layer; as a result, we would like to encourage men to apply for this post. This does not prevent any other applicants with a protected characteristic or a non-protected characteristic from applying.
As the Resident Contact Lead, you’ll be at the forefront of transforming how we serve our community. From contact centres and financial support to face-to-face interactions, email, webchat, and beyond - you’ll ensure every service is accessible, efficient, and continuously improving.
This is more than a leadership role - it’s a chance to shape the future of resident services in one of the UK’s most vibrant and diverse cities. If you’re ready to make a lasting difference, we want to hear from you.
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.
- Lead with purpose: Oversee high-impact service areas, ensuring seamless
delivery and outstanding resident experiences. - Collaborate and connect: Build strong partnerships across the Council and with external stakeholders to support Coventry’s most vulnerable households.
- Drive data-led decisions: Champion continuous improvement using research, performance insights, and best practices.
- Innovate boldly: Expand self-service options, integrate automation, and empower users with modern tools.
- Promote inclusivity: Advance the Cov Connects/Resident at the heart programmes, ensuring services reflect the needs of all community groups.
- Engage and influence: Work closely with Councillors and senior leaders, presenting evidence-based reports and shaping strategic direction.
- Manage with impact: Oversee a £7M+ budget, lead procurement and financial controls, and maximise benefits take-up through welfare initiatives.
- Raise our profile: Lead promotional efforts, showcase digital transformation, and represent Coventry on regional and national stages.
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).
• Strategic leadership experience in complex service environments
• A passion for public service and community impact
• Strong financial acumen and governance expertise
• Understanding of compliance frameworks (PCIDSS, GDPR)
• A forward-thinking mindset with a drive for innovation and excellence
If it would be helpful to talk things through in a bit more detail, then give Adrienne Bellingeri a call 024 7697 1045.
The closing date is midnight on the 14th December 2025. We'll shortlist from there, and if you're successful, we'll invite you to the interview and assessment centre. Assessments will take place during week commencing 5th January 2026.
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 CoventryCoventry 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
Proud member of the Disability Confident employer scheme