Customer Services Apprentice
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:
What is the job role?
Customer Services is one of the largest teams in Coventry City Council, we act as the initial contact point for the organisation whether that is via telephone, email, social media or in person. The council delivers over 40 wide ranging services for the City from Election Services, Council Tax & Benefits, Waste Collections, Highways, Planning, Childrens Social Care, Adult Social Care and Housing to name a few.
Our fast-paced telephone teams deal with thousands of calls and emails a week for all services, we have a Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries or seeking help to access services and dedicated support teams who process bookings, timesheets, and general administration work for the whole organisation.
Joining Customer Services is a good introduction to what could be a long-term career with the Council.
Customer Services is a big service with several different teams, we have opportunities with our Customer Service Telephone & Digital Contact Centre, Blue Badge Team, Customer Experience, Assurance and Community Support Teams.
Apprenticeship summary
Successful candidates will join our faced-paced and dynamic teams to provide Customer Service and general administrative support to a wide-range of customers.
You will be given on the job training to help you learn a variety of skills alongside your apprenticeship qualification.
Typical duties in the apprenticeship will involve:
· Answering customer enquiries in telephone contact centre setting
· Raising service requests for customers using a Customer Relationship Manager (CRM)
· Assisting with front facing reception duties
· Offering a quality customer service experience
· Managing team email inboxes and prioritising where appropriate
· Ordering goods and services / raising invoices
· Basic financial and statistical calculations
You will undertake the Level 3 Business Administration Apprenticeship or Level Customer Services Apprenticeship. Further information for these apprenticeship can be found at:
https://www.instituteforapprenticeships.org/apprenticeship-standards/business-administrator-v1-0 https://www.instituteforapprenticeships.org/apprenticeship-standards/customer-service-specialist-v1-0
If you would like to know more before applying, call us for a chat at 024 7697 7410 we would love to hear from you and explain a little more about working for the council and why it’s a really good career plan as well as know a little bit about why you are interested.
Closing date is midnight on Sunday 2nd July.
The application and selection process for candidates is as follows:
Stage 1 – 3rd July - Candidates will be shortlisted based on the answers given
Stage 2 – 10th July - Pre-interview and Maths & English assessment*
Stage 3 - 12th July - Final interview and work-related role play.
* (The pre-interview is a short session to give you further details of the apprenticeship role and to help you understand what to expect from and how to prepare for the final interview. You will also complete a short diagnostic assessment to check the level of Maths and English that you are currently working at and identify any support you may require).
Did you know that there is support available to help you with your application?
If you would like support in completing your application or have any questions about our recruitment and selection processes, help is available at The Job Shop.
We would recommend that all applicants take advantage of this service in order to maximise the chances of being shortlisted.
Address: 1 Bull Yard, Coventry, CV1 1LH
Phone: 024 7678 5740
Email: jobshop@coventry.gov.uk
Website: http://www.coventry.gov.uk/jobshop
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.
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 & benefits package which includes:
- Flexible working arrangements
- 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
