Community Support Advisor
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:
About the team we are recruiting to
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?
3 x Community Support Advisor, Grade 4 – Fixed term (until the end March 2023), Full Time posts
You will be passionate about people and really want to make a positive contribution to helping people impacted by Covid-19.
In response to the pandemic Customer Services established a team to handle requests for assistance – these requests have been right across the spectrum from initially people needing help with food and medicine to dog walking during the first national lockdown.
The team has evolved since then, you will be contacting customers that have asked for help; understanding their circumstances and helping them to solve issues – this may mean arranging for food bank assistance, signposting to local community groups, signing up for online deliveries or referring for longer term support.
You will need to be able to gain the trust of people and sense when issues may be deeper than the original request, so excellent communication and problem-solving skills are needed. You will also need to have strong resilience as this is a challenging role.
The Recruitment Assessment will consist of a interview and a work-based role play exercise
If you would like to find out more about the role or have any questions, please approach Nicole Lane for an informal chat on 02476 977524 or Aidan Dunne on 02476977439
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?
- 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'
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 & benefits package which includes:
- Flexible working arrangements
- Generous annual leave allowance starting at 27 days and rising to 32 days
- Pay progression through multiple increments
- Opportunity for Salary Match
- An outstanding local government pension scheme
- Great opportunities to develop with access to accredited courses.
- Access to an award-winning Occupational Health Service
- Salary Sacrifice Scheme
Coventry City Council