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Customer Experience Advisor

Please Note: The application deadline for this job has now passed.

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?

Do you get a real buzz from giving excellent customer service?

Are you a great team player and a confident sincere communicator? Then let’s talk 

Customer Services in Coventry has changed, we’ve brought services together so that customers are able to contact us once for all their needs, we’ve improved our self-service options and we see our customers face to face in a new customer services centre in the city centre. There is still a lot of work to do in order to achieve our vision and that’s where you come in….

We have a team focussed on the improvement & development of our services and the customer experience. We have recruited a coaching team to work with our teams and have a need for people to really get involved with our customers.

If this sounds like something you’d be interested in then keep reading…

We have 1 Customer Experience Adviser post available….

Customer Experience Adviser– starting salary £19,171 band £19,171 –£22,462

You will be passionate about Customer Service and really want to make a positive contribution to improving our customer experience and processes.

You will be part of the ‘Improvement & Development’ team gathering and analysing customer feedback via several communication channels. You will need to be an excellent communicator with good problem solving skills and able to interact with a diverse range of customers.

You will be investigating customer complaints and feedback helping to identify trends to support our process improvement work. You will also help develop our mystery shopping programme and assist with recruitment assessment centres.

This role exists in a fast-paced environment so you will need the ability to embrace change and adapt as the role develops.

So, if you care about Coventry and want to join us in shaping Customer Services then this role might be just what you’re looking for.

If you are 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 midnight on the Sunday 5th July, we’ll shortlist from there and if you’re successful we’ll invite you to one of our assessment centres.

With the coronavirus lockdown restrictions in place, and in line with the Council's remote working arrangements, interviews will take place remotely via Microsoft Teams

If you aren’t sure or have some questions we’d be happy to talk to you, call Dan on 024 7697 7410  for an informal conversation.

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 on our jobs page labelled 'Coventry City Council Application Process'

All attachments for the job can be found here

Introduction to Coventry City Council

Coventry is a lively, multicultural city, which embraces old and new. Around the modern city centre there are traces of history everywhere – in the old city walls, the timber-framed buildings and the reconstructed medieval Spon Street. But Coventry has always had an eye on the future, and is now firmly focused on regenerating and re-inventing itself to meet the challenges of the 21st Century. With major developments and new projects taking place right across the city, Coventry City Council is the place to be!

There's a huge buzz about the city – Coventry ranks as the 8th best city to live, work and do business in the UK, and is the UK City of Culture 2021 ! We believe this will help put Coventry on the map for all the right reasons. You can feel the sense of local pride throughout the city as we build towards this momentous year. It also offers a unique, once-in-a-lifetime opportunity to those joining us to play their part in it.

We genuinely believe that Coventry City Council is a special place. You will be joining Coventry City Council during an exciting time to become part of a team that contribute to achieving our visions for the city. We have made our council a place where we look after our people, making sure you're happy in your work and given everything you need to succeed. We've created friendly, welcoming workplaces where everyone is working towards the same cause, providing the best possible services for the city of Coventry.

As a council with improvement at its heart, we’re committed to making life better for the people who live and work in Coventry. We’re equally concerned with the quality of life enjoyed by our people, so by joining us, you won’t just be helping the community, you’ll be helping yourself too.

Not only do you get to work alongside great people that are helping to improve services for our community we offer great benefits too! For your valued contribution we will provide a fantastic benefits package including;

  • Flexible working arrangements
  • Generous annual leave allowance starting at 27 days and rising to 32 days
  • Pay progression through multiple increments
  • Outstanding local government pension scheme
  • Learning & Development with access to certified courses.
  • Access to an award winning Occupational Health Team
  • Vibrant employee networks 

Coventry City Council

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