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.

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:

Community Support Advisor, Grade 4 – Fixed term (up until the end March 2023), Full Time post

You will be passionate about people and really want to make a positive contribution to helping people impacted by Covid-19.

In response to the pandemic Customer Services established a team to handle requests for assistance – these requests have been right across the spectrum from initially people needing help with food and medicine to dog walking during the first national lockdown. 

The team has evolved since then, you will be contacting customers that have asked for help; understanding their circumstances and helping them to solve issues – this may mean arranging for food bank assistance, signposting to local community groups, signing up for online deliveries or referring for longer term support.

You will need to be able to gain the trust of people and sense when issues may be deeper than the original request, so excellent communication and problem-solving skills are needed. You will also need to have strong resilience as this is a challenging role.

Assessment will consist of a interview and a work-based role play exercise

If you would like to find out more about the role or have any questions, please approach Nicole Lane for an informal chat on 02476 977524

Closing date for applications is 16^th August 2022

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).

• 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'

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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