Customer Service Coach

Broadgate House, Coventry
£21,074 - £26,470 per annum
11 Oct 2018
08 Nov 2018
Job Ref
Contract Type
Fixed Term Contract
Working Pattern

Are you excited and enthusiastic about Customer Service?

Are you an effective leader and able to promote a culture of putting the customer at the heart of everything we do?

Can you coach and support individuals to drive change and continual improvement in performance?

Then let’s talk ….

Customer Services in Coventry has changed, we’ve brought services together so that customers are able to contact us once for all their needs, we’ve improved our self-service options and we see our customers face to face in a new customer services centre in the city centre. There is still a lot of work to do in order to achieve our vision and that’s where you come in….

You will join our busy Improvement and Development team focussing on delivery of our Customer Service function against the organisational vision.

You will have a keen focus on performance and work closely with individuals across all areas of Customer Services, supporting them to achieve and deliver high standards of customer service.

You will actively promote a positive, customer focussed culture, contributing to the improvement of Customer Service through effective personal coaching and training delivery.

You will need excellent communication skills and the ability to connect / build relationships with team members. The role will involve producing and agreeing action plans with team members that help us to continuously improve.

You will undertake quality monitoring and work closely with team leaders providing evidence for one to ones and appraisals.

So, if you get a kick out of helping people develop and want to join us in shaping Customer Services then this role might be just what you’re looking for.

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.

The closing date is midnight on Monday 5th November 2018, we’ll shortlist from there and if you’re successful we’ll invite you to one of our assessment centres w/c 19th November. If you aren’t sure or have some questions we’d be happy to talk to you, call Rachael Sherwood on 02476 786639 or Daniel Freeman on 02476 787605 for an informal conversation.

This post is fixed term for 12 months from the start date initially.


In return, we can offer you an excellent pension scheme, flexible working, 'MyCar' scheme, interest-free loans on annual travel cards, discounts at a number of city centre restaurants, shops and other establishments.

Working Pattern

37 hours per week

Equalities Statement

Coventry City Council is committed to delivering the best possible services and improving the quality of life for Coventry people. In order to do this effectively we aim to have a workforce that represents the diverse communities we serve, embracing and utilising the broad range of skills, experiences and perspectives this brings.

We are committed to making our recruitment practices as inclusive as possible for all. This includes making adjustments or changes for people who have a disability or long-term health condition

Key Requirements

This Authority is committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment.

This post is covered by the Code of Practice on the English language fluency for public sector workers.

When recruiting we review candidates against our Behaviour Framework . To find out more information about the Behaviour Framework please click here 

Please note we will communicate any interview arrangements with you via email, so please check your email and WMJobs account on a regular basis after submitting your application.

Supporting documents
Job Description and Person Specification.pdf

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