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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.

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.

Are you passionate about inclusion and understand the barriers people may face when not able to connect with the world digitally? Are you motivated to make a difference in people’s lives and keen to work with partners to help shape solutions and supports to meet the needs of individual communities?

Then let's talk………………

Here at Coventry City Council, we’ve been exploring digital inclusion for a while now, and we’ve been thinking about the needs of our diverse communities and the different barriers they may face due to digital exclusion. #CovConnects, is a new city-wide initiative, bringing together partners across voluntary and community sectors, alongside public and private sector representatives. We are working together to take our residents on a digital journey, to provide equal opportunities to access digital technologies, services, and support in a way that helps people in their daily lives.

We are looking for an innovative individual, who feels they can make a difference in this space. You’ll be co-ordinating digital inclusion activities under the #CovConnects programme, working creatively with partners to co-design and deliver bespoke digital inclusion activity. It’s really important we learn from each of our projects, so you will be responsible for evaluating their success and sharing this learning to shape future activities. You will work across different sectors, so an ability to create productive relationships will be key.

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 3rd May 2023. Assessments will consist of a competency-based interview and a presentation. If you aren’t sure or have some questions, we’d be happy to talk to you, call Laura on 07810 527991 during office hours for an informal conversation.

• Care about delivering an excellent service to every internal and external customer
• Excellent communication skills, confident in face to face, telephone and written activity
• Ability to support a diverse customer base
• Ability to deliver in a fast-paced environment
• Ability to respond to change positively
• To Be Flexible to the needs of the service
• Good IT skills
• An understanding of the range of services provided by the council.

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'

Interview date(s):

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 cutting-edge, challenging, youthful, vibrant and diverse.

At Coventry we are committed to excellence in everything we do. With around 4800 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 https://www.coventry.gov.uk/council-vacancies

It’s great to know that you are interested in working with us at Coventry City Council. As a prospective employee, it is important that everyone who works for us is committed to our One Coventry values and shares our commitment to becoming a more diverse and inclusive organisation.

Our Values are: