Coventry City Council
Location
Coventry | United Kingdom
Job description
We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias.
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.
Our ValuesIn line with our One Coventry Values we strive to have a workforce that reflects our local communities and welcome applicants from all sections of the community. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles.
Our Values are:
We have one Fulltime Permanent vacancy within our busy Customer Services Contact Centre Team. Our business opening hours are 9:00 – 17:00, Monday to Friday, with shifts covering from 8:30 to 17:30 each day.
You will be answering customer enquiries, raising service requests for council departments, completing applications, and sign-posting as appropriate. Customer Services is the face of the council and you will be the first port of call for a broad range of enquiries from customers wanting to book a civil ceremony to those wanting to report fly-tipping.
You’ll be supporting people over the telephone, through e-mail and on occasion, face-to-face in our customer service centre.
You will need excellent communication skills, be able to deal with a diverse range of customers and able to work in a fast-paced environment. Ideally you will have experience of working in a call centre environment although training will be given.
Closing date is Midnight Sunday 17th March 2024. Assessments will consist of a competency-based interview and a work-based role-play exercise. If you aren’t sure or have some questions, we’d be happy to talk to you, call Mandy on 024 769 77277 or Carole on 024 769 77386 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 2016. We have a duty to ensure our employees have the necessary standard of spoken English in all public sector customer-facing roles.
Applicants that have been through a Customer Services Assessment Centre and been unsuccessful in the last 12 months need not apply
Who are we looking for?If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.
For full details on the application process please read the attached document Coventry City Council Application Process
About CoventryCoventry 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 cutting-edge, challenging, youthful, vibrant and diverse.
At Coventry we are committed to excellence in everything we do. With around 5100 staff from a range of different backgrounds, our aim is to recruit and develop talented people who will focus on our customers, take responsibility, work together and find better ways of doing things.To deliver the best services to our residents, we need the best people working for us to make a difference to our communities.
If you join us, we will provide a fantastic rewards and benefits package - to find out more please visit
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .
Job tags
Salary
£23.11k - £24.29k per annum
