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.
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.
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.
Our ValuesIn line with our One Coventry Values we strive to have a workforce that reflects our local communities and welcome applicants from all sections of the community. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles.
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.
What is the job role?As part of the digital inclusion team in Customer Services, you will support #CovConnects activity and programme development to support all Coventry residents to have equal opportunities to use digital tools, technology, and services in the right way for them.
#CovConnects is a programme of digital inclusion initiatives and projects, working with partners and communities to improve digital inclusion in Coventry. This is a great opportunity to learn about digital inclusion, gain experience within community and partnership working, alongside programme delivery skills.
Previous apprentice comments on the role:
"Being an Apprentice in #CovConnects was an amazing experience, I was given control over areas I was interested in and because of this, I’ve truly grown and developed myself in ways I never thought possible."
"I’d wholeheartedly recommend an Apprenticeship in #CovConnects to anyone interested in digital technology and supporting others to feel confident in using tech in ways that are meaningful for them. No two days in #CovConnects are the same!"
We have an apprentice role available in the Digital Inclusion team and full training will be given:
Typical duties in the apprenticeship will involve:
· Engage with community partners to support digital inclusion activity city-wide
· Support the delivery and evaluation of #CovConnects project delivery
· Support delivery and coordination of digital champion training to volunteers and organisations
· Managing team email inboxes and prioritising where appropriate
· Create and support social media and marketing activity for #CovConnects
· Basic financial and statistical calculations
Customer Services is one of the largest teams in Coventry City Council, we act as the initial contact point for the organisation whether that is via telephone, email, social media or in person. The council delivers over 40 wide ranging services for the City from Election Services, Council Tax & Benefits, Waste Collections, Highways, Planning, Childrens Social Care, Adult Social Care and Housing to name a few.
Our fast-paced telephone teams deal with thousands of calls and emails a week for all services, we have a Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries or 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 good introduction to what could be a long-term career with the Council.
This is an excellent opportunity to gain solid transferable skills, experience, and a Business Administration Level 3 qualification as part of Coventry City Council’s Customer Services team.
The apprentice will be studying towards the Business Administrator Level 3 apprenticeship. Further information about this apprenticeship can be found here: https://www.instituteforapprenticeships.org/apprenticeship-standards/business-administrator-v1-0
Closing date is midnight on Tuesday 7th May 2024.
The application and selection process for candidates is as follows:
Stage 1 – Friday 10th May - Candidates will be shortlisted based on the answers given
Stage 2 - Friday 17th May - Pre-interview and Maths & English assessment* via Microsoft Teams
Stage 3 - Friday 24th May - Final interview – face to face at Broadgate House
* (The pre-interview is a short session to give you further details of the apprenticeship role and to help you understand what to expect from and how to prepare for the final interview. You will also complete a short diagnostic assessment to check the level of Maths and English that you are currently working at and identify any support you may require).
Is this something you might be interested in?
If you would like to know more before applying, call Laura Waller on 02476 976 496 for an informal chat. We would love to hear from you and explain a little more about working for the council and why it’s a really good career plan as well as know a little bit about why you are interested.
Who are we looking for?
Care about 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.
Ability to deliver in a fast-paced environment.
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.
For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'
Closing date: Tuesday 7th May
Pre-interview and assessment date (via Microsoft Teams)*: Friday 17th May
Interview date(s) (Face-to-face): Friday 24th May
* The pre-interview is a short session to give the candidates further details of the apprenticeship role and to help them understand what to expect from and how to prepare for the final interview. You will also complete a short diagnostic assessment to check the level of Maths and English that they are currently working at and identify any support they may require.
Did you know that there is support available to help you with your application?
If you would like support in completing your application or have any questions about our recruitment and selection processes, help is available at The Job Shop.
We would recommend that all applicants take advantage of this service in order to maximise the chances of being shortlisted.
Address: West Orchard Shopping Centre, Coventry, CV1 1QX
Phone: 024 7678 5740
Email: jobshop@coventry.gov.uk
Website: http://www.coventry.gov.uk/jobshop
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 & benefits package which includes:
Flexible working arrangements
An outstanding local government pension scheme
Great opportunities to develop with access to accredited courses.
Access to an award-winning Occupational Health Service
Salary Sacrifice Scheme
