Our Values

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.

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?

Customer Services Advisor Level 2 – Full Time Permanent

You will join a dedicated Council Tax Customer Services team that supports residents with essential local authority services.

The team handles a high volume of customer contacts and plays a key role in supporting residents while ensuring council income is collected fairly and responsibly. Teamwork, consistency and professionalism are central to how the service operates.

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, accepting of all, and free from discrimination and bias.

What is the job role?

As a Customer Service Advisor within the Council Tax team, you will be the first point of contact for residents contacting Coventry City Council about their Council Tax account.

You will handle inbound enquiries through the contact centre, listening to customers, understanding their circumstances and providing accurate, consistent information in line with council policies, procedures and statutory requirements.

The role requires you to:

•    Handle Council Tax enquiries professionally and efficiently, ensuring each interaction is managed with care, accuracy and respect

•    Clearly explain Council Tax bills, charges and account information, using plain language and checking customer understanding

•    Discuss and agree payment options, including setting up and maintaining payment arrangements, while balancing customer circumstances with the council’s responsibility to collect revenue

•    Manage challenging or sensitive conversations with empathy, professionalism and confidence

•    Always follow defined processes, including GDPR and data protection requirements, identity verification, and the secure handling of personal and financial information

•    Use multiple IT systems accurately to update customer records and maintain clear, detailed notes

•    Work within a busy, operational, KPI-driven environment, maintaining quality, accuracy and professionalism while managing call volumes

This is a frontline operational role requiring consistency, attention to detail and accountability for decisions made during customer interactions.

Who are we looking for?

We are looking for people who care about delivering a high-quality service and who can work effectively in a fast-paced customer service environment.

Experience in a customer service or contact centre environment is desirable, particularly where accuracy, compliance and handling sensitive information are essential.

Closing date is 26th February 2026; successful candidates will be invited to an assessment and competency-based interview.  Assessments will consist of a work-based role play exercise. Interviews will commence from 9th March

If you aren’t sure or have some questions, we’d be happy to talk to you, call Ninder on 02476 977 388 or June on 024 7697 7472 during office hours for an informal conversation

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.

All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

Who are we looking for?

•    Care about delivering an excellent service to every internal and external customer

•    Communicate clearly and confidently through telephone and written interactions

•    Be able to support a diverse customer base with respect and professionalism

•    Remain calm and effective when dealing with complex or challenging situations,        including conversations involving money

•    Work at pace while maintaining accuracy and attention to detail

•    Respond positively to change and adapt to evolving service demands

•    Be flexible to meet the operational needs of the service

•    Have good IT skills and be comfortable using multiple systems

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

For full details on the application process please read the attached document on our jobs page labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.

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 a cutting-edge, challenging, youthful, vibrant and diverse city. With around 5,100 staff from a wide range of backgrounds, we are committed to delivering excellent services to our residents.

To do this, we need people who are customer-focused, accountable, able to work at pace and committed to finding better ways of doing things. You will be part of an organisation that values public service and making a real difference to local 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