What is the job role?
As a Customer Service Advisor within the Council Tax team, you will be the first point of contact for residents contacting Coventry City Council about their Council Tax account.
You will handle inbound enquiries through the contact centre, listening to customers, understanding their circumstances and providing accurate, consistent information in line with council policies, procedures and statutory requirements.
The role requires you to:
• Handle Council Tax enquiries professionally and efficiently, ensuring each interaction is managed with care, accuracy and respect
• Clearly explain Council Tax bills, charges and account information, using plain language and checking customer understanding
• Discuss and agree payment options, including setting up and maintaining payment arrangements, while balancing customer circumstances with the council’s responsibility to collect revenue
• Manage challenging or sensitive conversations with empathy, professionalism and confidence
• Always follow defined processes, including GDPR and data protection requirements, identity verification, and the secure handling of personal and financial information
• Use multiple IT systems accurately to update customer records and maintain clear, detailed notes
• Work within a busy, operational, KPI-driven environment, maintaining quality, accuracy and professionalism while managing call volumes
This is a frontline operational role requiring consistency, attention to detail and accountability for decisions made during customer interactions.
Who are we looking for?
We are looking for people who care about delivering a high-quality service and who can work effectively in a fast-paced customer service environment.
Experience in a customer service or contact centre environment is desirable, particularly where accuracy, compliance and handling sensitive information are essential.
Closing date is 26th February ; successful candidates will be invited to an assessment and competency-based interview. Assessments will consist of a work-based role play exercise. Interviews will commence from 9th March
If you aren’t sure or have some questions, we’d be happy to talk to you, call Ninder on or June on during office hours for an informal conversation
We will use this interview to assess your English fluency as set out in part 7 of the Immigration Act. We have a duty to ensure our employees have the necessary standard of spoken English in all public sector customer-facing roles.
All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
This post is exempted under the Rehabilitation of Offenders Act 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).
All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
Who are we looking for?
• Care about delivering an excellent service to every internal and external customer
• Communicate clearly and confidently through telephone and written interactions
• Be able to support a diverse customer base with respect and professionalism
• Remain calm and effective when dealing with complex or challenging situations, including conversations involving money
• Work at pace while maintaining accuracy and attention to detail
• Respond positively to change and adapt to evolving service demands
• Be flexible to meet the operational needs of the service
• Have good IT skills and be comfortable using multiple systems
If you need help or support to complete your application, please visit our to see how we can assist you.
Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:
1. Members of the Armed Forces and veterans
2. Are currently in care or have previously been in care
3. If you consider yourself to be disabled or if you have a long-term health condition
For full details on the application process please read the attached document on our jobs page labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.
About Coventry
Coventry has a proud, innovative and creative spirit that throughout its history has seen communities come together to tackle problems and bring about real social change.
We are a cutting-edge, challenging, youthful, vibrant and diverse city. With around 5, staff from a wide range of backgrounds, we are committed to delivering excellent services to our residents.
To do this, we need people who are customer-focused, accountable, able to work at pace and committed to finding better ways of doing things. You will be part of an organisation that values public service and making a real difference to local communities.