Our Values

In 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:

About the team we are recruiting to

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.

What is the job role?

Administrative Support Worker - Customer Services (Adult Social Care)

Do you enjoy supporting people and working closely with others on a daily basis? We have an exciting opportunity within our busy Customer Services Team. The role of the Administrative Support Worker is to provide sighted support and assistance either in person or via Microsoft teams to a severely visually impaired Customer Services Advisor. This is a full time position and our business opening hours are 9:00 – 17:00, Monday to Friday, with shifts covering from 8:30 till 17:00 each day. 

The predominant focus of the role is to support a severely visually impaired Advisor in providing information, signposting, and giving advice about Social Care Services.   

Key skills include:

• Excellent communicator both verbally and in writing.
• Ability to clearly read aloud accurately information to the Customer Services Advisor.
• Ability to listen to telephone calls handled by the Customer Services Advisor and to make accurate notes of the relevant information such as names, dates of birth, postcodes of addresses etc.
• Ability to accurately extract information from a data base system as guided by the Customer Services Advisor and independently as required.
• To work together to ensure that information is provided accurately and efficiently to the relevant worker or teams within Social care.

You would be expected to develop a good working relationship with the Advisor and his guide dog. There may be occasions when the Advisor does not require assistance (i.e. when on annual leave) and you would then be expected to work independently as an Advisor supporting the team with the workload.

The closing date for applications is midnight on 7^th January 2024 with assessments scheduled to follow. This will consist of a competency-based interview and a work-based role play.

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.  

If you are not sure or you have some questions, we would be happy to talk to you; call our Customer Service Team Manager Sam 02476 972866 for an informal conversation during office hours.

Who are we looking for?

• 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'

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 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

Coventry City Council