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 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.
What is the job role?Customer Services Advisor Level 2 –Fulltime Permanent.
We have vacancies within our Benefits and Council Tax teams. You will be part of a team answering customer enquiries for a range of benefits including Council Tax Support; in addition, you will answer enquiries in relation to Council Tax liability, Payment Plans and changes to a customers’ circumstances. This will involve dealing with telephone enquiries, requests and pre-booked appointments in a contact centre setting.
You will need excellent customer service and communication skills along with problem solving and negotiation skills. You will need the ability to deal with a diverse range of customers and cope with changes and a fast-paced environment.
Full training will be provided, knowledge and experience of benefits and/or council tax is an advantage.
The closing date is midnight on the Sunday 5th January 2025 with assessments planned shortly afterwards. Assessments will consist of a competency-based interview and a work-based role-play exercise.
If you aren’t sure or have some questions, we’d be happy to talk to you, call June on 02476 977 472, Ninder on 02476 834 814 during office hours for an informal conversation.
Applicants that have been through a Customer Services Assessment Centre and been unsuccessful in the last 12 months need not apply.
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).
We will use this interview to assess your English fluency as set out in part 7 of the Immigration Act 2016. We have a duty to ensure our employees have the necessary standard of spoken English in all public sector customer facing roles.
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.
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
