Customer Services Advisor - Level 1

Location
Coventry Broadgate House, Broadgate, Coventry
Salary
£19264 - £20444
Posted
25 May 2022
Closes
24 Jul 2022
Job Ref
coventrycc/TP/41723/4979
Contact
Resourcing Team
Job Type
Customer service
Contract Type
Permanent
Working Pattern
See advert details
Hours
Full-Time

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 Services Advisor Level 1

Various Permanent, Full Time and Part Time positions (salary for part-time roles will be pro-rata to the number of hours worked and will be a minimum of 18.5hrs ranging up to 30hrs)

Customer Services has several vacancies with 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.

Closing date is 31st July 2022, this is a rolling advert and we will be shortlisting and interviewing each week.  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 Aidan on 024 769 77439, Carole on 024 769 77386 or Nicole on 024 769 77524 during office hours for an informal conversation. 

The advert will be closed when all roles are successfully filled and if you are successful you will be held in a pool until a suitable role has been identified.

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.

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

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 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 it was the UK City of Culture 2021. We believe this will help put Coventry on the map for all the right reasons as you can feel the sense of local pride throughout the city. 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
  • Opportunity for Salary Match and 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 
  • Lifestyle savings
  • Salary Sacrifice Schemes; Car Scheme, Cycle to work and more
  • Interest free travel loans
  • Payroll giving scheme
  • Workplace parking scheme
  • Maternity, paternity and adoption Leave
  • And much more

Similar jobs

More searches like this

Similar jobs