Customer Service Coach
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 focusing 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 focused 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 10th June 2019, we’ll shortlist from there and if you’re successful we’ll invite you to an initial assessment centre on 19th June 2019. The first assessment centre will consist of a group exercise, a technical exercise and a work based role play.
Successful candidates from stage 1 will be invited back for an interview on 26th June.
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.
Working Hours: 37.0 Hours per Week
In return, we can offer you an excellent pension scheme, 'MyCar' scheme, flexible working, interest-free loans on annual travel cards, discounts at a number of city centre restaurants, shops and other establishments.
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.
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.
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.
This vacancy and advert will be closed as soon as sufficient applications are received. Therefore, it is strongly advised that you complete and return your application as soon as possible.
When recruiting, we review candidates against our Behaviour Framework . To find out more information about the Behaviour Framework please click here.
Need help with your application?
If you would like support in completing your application, then help is available at the Job Shop.
Coventry City Council’s Job Shop is a free service for all Coventry residents. Come in and see one of our dedicated advisers and receive 1 to 1 support.
We are open Monday-Friday 9.15-4.30pm (Thursday 10.30)
Address: 1 Bull Yard, Coventry, CV1 1LH
Phone: 024 7678 5740
Website: http://www.coventry.gov.uk/jobshopSupporting documents
Job description and Person Specification.pdf