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Digital Services and Inclusion Lead

Employer
Coventry City Council
Location
Broadgate House, Broadgate, Coventry
Salary
£59210 - £65445
Closing date
8 Oct 2021
Reference
coventrycc/TP/190/2829

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Job Details

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.

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

Our Values

It’s great to know that you are interested in working with us at Coventry City Council. As a prospective employee, it is important that everyone who works for us is committed to our One Coventry values and shares our commitment to becoming a more diverse and inclusive organisation. 

 

Our Values are:

What is the job role?

 

Excited by the difference that digital can make to people’s lives and about closing the digital divide for the people of Coventry? 

Experienced in driving change and building support to move organisational strategy into on the ground delivery? 

Yes?  You might me exactly what we are looking for…. 

 

We are looking for a 'PERMANENT' Digital Services and Inclusion Lead.

Here at Coventry City Council we’ve been progressing our digital agenda for some time and like most organisations during the pandemic we’ve seen an increased use of self-service solutions to ensure that our service users are able to stay connected. This acceleration of all things digital has made us think carefully about the needs of our diverse communities and focussed our thinking around digital inclusion and what we need to do to bring that to life. 

 

We’re looking for someone to develop a digital inclusion strategy, one that translates into tangible outcomes that: 

  • Identifies opportunities to advance the use of digital channels in the organisation, works with colleagues to ensure that services are user friendly and encourages exploration of new technology and different ways of working 
  • Recognises the challenges that digital presents, supporting people where possible to gain the skills, knowledge and equipment to adapt to different routes of engagement 
  • Ensures that no-one is excluded because of a lack of digital awareness or access through the provision of alternative ways of contacting us 

 

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?

 

A big agenda and an important role in helping us to move forwards, so who are we looking for to help us on our journey?   

Someone who: 

  • Connects with people; our residents, our colleagues and our partners. Someone who is able to build relationships and harness the opportunities that they might present 
  • Thinks commercially, can identify opportunities to bid for funds and build sponsorship options make the inclusion offer sustainable in the long-term 
  • Holds colleagues to account for digital delivery on behalf of residents and sets standards for digital design and prioritisation within the customer space 
  • Builds credibility through lobbying groups, written reporting, presenting to audiences from within and outside of the organisation and gaining input from specific interest groups.

 

It’s a big challenge which forms part of our Customer Service Strategy, a chance to shape a meaningful agenda and an opportunity to make a real difference. If you have some questions or perhaps would like an informal conversation to explore things a little further, please call Adrienne on 07956 426574 during normal office hours. 

 

There will be an assessment for this role which will consist of a presentation and a panel interview which are initially scheduled for w/c 18/10/21.

Regretfully, previous candidates need not apply.

The closing date is midnight on Sunday 10th October; we look forward to receiving your application. 

 

For full details on the application process please read the attached document on our jobs page labelled 'Coventry City Council Application Process

 

Introduction to Coventry City Council

Coventry is a lively, multicultural city, which embraces old and new. Around the modern city centre there are traces of history everywhere – in the old city walls, the timber-framed buildings and the reconstructed medieval Spon Street. But Coventry has always had an eye on the future, and is now firmly focused on regenerating and re-inventing itself to meet the challenges of the 21st Century. With major developments and new projects taking place right across the city, Coventry City Council is the place to be!

There's a huge buzz about the city – Coventry ranks as the 8th best city to live, work and do business in the UK, and is the UK City of Culture 2021 ! We believe this will help put Coventry on the map for all the right reasons. You can feel the sense of local pride throughout the city as we build towards this momentous year. It also offers a unique, once-in-a-lifetime opportunity to those joining us to play their part in it.

We genuinely believe that Coventry City Council is a special place. You will be joining Coventry City Council during an exciting time to become part of a team that contribute to achieving our visions for the city. We have made our council a place where we look after our people, making sure you're happy in your work and given everything you need to succeed. We've created friendly, welcoming workplaces where everyone is working towards the same cause, providing the best possible services for the city of Coventry.

As a council with improvement at its heart, we’re committed to making life better for the people who live and work in Coventry. We’re equally concerned with the quality of life enjoyed by our people, so by joining us, you won’t just be helping the community, you’ll be helping yourself too.

Not only do you get to work alongside great people that are helping to improve services for our community we offer great benefits too! For your valued contribution we will provide a fantastic benefits package including;

  • Flexible working arrangements
  • Generous annual leave allowance starting at 27 days and rising to 32 days
  • Pay progression through multiple increments
  • Outstanding local government pension scheme
  • Learning & Development with access to certified courses.
  • Access to an award winning Occupational Health Team
  • Vibrant employee networks 

Company

About Coventry City Council

Coventry

At Coventry City Council we never want to hear the words – ‘but that’s the way we’ve always done it!” We are a Council that’s looking for new ways of working to tackle new – and old – challenges. We have had great success already and made great strides in changing the way we deliver services and in the way we work with colleagues. We have brought in a new flexible approach to working – giving staff the power, skills and tools to work from the best place at the best time to get the job done. We have a new Customer Service Centre, more online services for residents, a new Council office building, and a city that is changing to meet a new age of driverless cars and superfast broadband. There’s never been a more exciting time to be a part of Coventry.

The City

Coventry

Coventry is a city that is changing fast – and we are looking for candidates with the right skills and personality to join our team and help take us into a bright new future. We are a city that is going places - with an inspiring, world-famous history and exciting times ahead. We are UK City of Culture 2021; home to award-winning universities, top level sport and concerts and famous brands such as Jaguar Land Rover and Severn Trent. We are a part of the ‘Midlands-Engine’, the home of the UK motor industry and a proud multicultural city. Major developments are taking shape around the city, including a new-look shopping centre, a water park, new business quarter, restaurants and a modernised rail station. More and more firms and families are relocating to our city as they see what we have to offer. Coventry is a great place to live and work, and it’s getting even better!

The Council

Coventry

Our city is changing – and the Council is changing too. Headed by Chief Executive, Martin Reeves – who has assisted in bringing in the new WMCA - the Council is committed to improving the quality of life for residents – and its workforce. The Council is bringing in new, streamlined ways of working and making more use of technology to deliver services in new ways – helping residents to do more for themselves online and to do business with us when and how they want.

Coventry City Council is a modern council for a new age, embracing technology and flexible working to continue to rise to new challenges. It’s a council that’s not afraid to try something new!

Company info
Website
Telephone
02476 97 5500
Location
One Friargate, Coventry
Coventry
West Midlands
CV1 2GN
United Kingdom

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