Benefits and Customer Services Manager

Customer and Digital Services Benefits and Customer Services Manager

Permanent Post

Grade A - £59,852 to £62,585 per annum

37 hours per week

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 offer the rewards and benefits that make it a great place to work.

People like you

We offer a wide range of career opportunities at every level of the organisation. From apprenticeships to senior management, permanent to fixed term contracts or part time working, we have something for everyone.

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. 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) by email on or by telephone on .

Closing date: 22nd July 2026

Interview date: 31st July 2026