Jobs and careers with Coventry City Council
In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled, and neurodiverse communities to make a real difference to our residents so that equity and respect remain at the heart of everything we do.
Our Values are:
* Open and fair: We are fair, open, and transparent.
* Nurture and develop: We help and encourage everyone to be their best and do their best.
* Engage and empower: We talk and listen to others, working together as one.
* Create and innovate: We embrace new ways of working to continuously improve.
* Own and be accountable: We work together to deliver the best services for our residents.
* Value and respect: We put diversity and inclusion at the heart of all we do.
About the team we are recruiting to
We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, accepting of all, and free from discrimination and bias.
Customer Services is one of the largest departments in Coventry City Council and is 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 2,500 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 several locations, including our Customer Service Centre in the city center, Friargate— a large purpose-built office by the train station— along with several reception points across the city.
Joining Customer Services is a great stepping stone into a long-term career with the Council. Depending on the role offered, you will learn about other parts of the organisation.
We want every customer to have a positive experience when approaching the council, and we would love you to be part of the team.
What is the job role?
We are advertising for 1 full-time (37 hours) and 1 part-time (22.5 hours) permanent roles within our busy Customer Services Contact Centre Team. Our business hours are 9:00 – 17:00, Monday to Friday, with shifts covering from 8:30 till 17:00 each day.
You will be answering customer enquiries related to adult social care, connecting Social Workers and customers upon request, completing adult social care referrals, recording and passing accurate messages, and signposting as appropriate.
You will support people over the telephone and via email.
You need excellent communication skills, the ability to deal with a diverse range of customers, and to work in a fast-paced environment. Experience in a contact centre is preferred but training will be provided.
The closing date is 7th May 2025. Assessments will include a competency-based interview and a role-play exercise. For questions, contact Aidan Dunn at 02476 977439 or Dave Hurst at 02476 976044 during office hours.
This interview will also assess your English fluency as per part 7 of the Immigration Act 2016. We require our employees to have a sufficient standard of spoken English for customer-facing roles.
Applicants who have been unsuccessful in a Customer Services Assessment Centre within the last 12 months need not apply.
Who are we looking for?
* Care about delivering excellent service to all customers
* Excellent communication skills across face-to-face, telephone, and written activities
* Support a diverse customer base
* Work effectively in a fast-paced environment
* Respond positively to change
* Flexible to the needs of the service
* Understanding of the council's services
If you need assistance with your application, please visit our accessibility page.
Guaranteed Interview Scheme - We offer guaranteed interviews for specific groups, including:
* Members of the Armed Forces and veterans
* Individuals currently in or previously in care
* Individuals with a disability or long-term health condition
For full details, see the 'Coventry City Council Application Process' document on our jobs page. Evidence of AI use in applications will lead to rejection unless justified reasonably.
About Coventry
Coventry is a proud, innovative, and creative city that has historically united communities to tackle problems and bring social change.
We are cutting-edge, challenging, youthful, vibrant, and diverse. Our staff of around 5,100 from various backgrounds are committed to excellence, focusing on our customers, taking responsibility, working collaboratively, and seeking better ways to serve our residents.
* Job Reference: coventrycc/TP/122281/11012
* Contract Type: Part-Time Permanent
* Closing Date: 01 May 2025
* Job Category: Customer Service
* Business Unit: Education & Skills
* Location: One Friargate, United Kingdom (Incl. Northern Ireland)
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