Customer Services Advisor Lvl 1
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 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?
Customer Service Advisor Level 1 – 1 Permanent and 1 Fixed term up to 12 months to cover a period of maternity leave – full time
Customer Services has a number of vacancies within our busy Customer Services Contact Centre Team. Our business opening hours are 9:00 – 17:00, Monday to Friday, with shifts covering from 8:30 till 17:30 each day.
You will be answering customer enquiries, raising service requests for council departments, completing applications and sign-posting as appropriate. Customer Services is the face of the council and you will be the first port of call for a broad range of enquiries from customers wanting to book a civil ceremony to wanting to report fly-tipping.
You’ll be supporting people over the telephone, through e-mail and on occasion, face to face in our customer service centre.
You will need excellent communication skills, be able to deal with a diverse range of customers and able to work in a fast-paced environment. Ideally you will have experience of working in a call centre environment although training will be given.
Assessments will consist of a virtual interview and a work-based role play, both of which will take place using Microsoft Teams.
If you aren’t sure or have some questions, we’d be happy to talk to you, call Nicole on 024 7697 7524, Carole on 024 7697 7386 or Aidan on 02476977439 during office hours for an informal conversation.
Keen to join the team? Please complete an application form, tell us about your previous experience and where you have used your skills to shine
Applicants that have been through a Customer Services Assessment Centre and been unsuccessful in the last 12 months need not apply
Closing date midnight 7th December with assessments planned during the following week.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.
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