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Complaints Administrator

Our Values

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

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.

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?

Grade 3 Complaints Administrator – Permanent Part-Time (18.5 Hours), Salary will be pro rata to the number of hours worked. 

Do you have excellent communication and organisational skills? 

Do you have experience of managing an administration process with varying deadlines to be met? 

Customer Services are establishing a centralised Service Recovery team that will administer and manage formal complaints for the City Council. 

Enquiries are varied and will encompass Children's Social Care, Adult Social Care as well as corporate complaints, you will administer formal complaints throughout the relevant process by allocating complaints, coordinating responses, and keeping stakeholders informed of progress. 

To be successful in this role you will need: 

  • Good customer service skills for interaction with internal and external customers 
  • A proactive team-player and willing to undertake ad-hoc tasks to support team activity 
  • Strong organisational skills to manage varying activities and follow routines. 

Full training will be given. 

Please complete an application form and tell us where you have used your skills to shine, closing date is midnight Monday 4th December 2023. Successful candidates will be invited to an interview and assessment.

If you’re not sure or would like an informal conversation, please call Rachael during office hours on 07701 022845 

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

Coventry City Council


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