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.

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?

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. 

You will be working in one of the following teams:-

Resident Experience

This exciting new team has been created to assist residents in resolving resident issues before they become official complaints, there will also be mystery shopping, analysis, customer journey mapping and process redesign. The role will support development of this team with administration, data cleanse, user testing and focus group activity.

Risk and Assurance

We are a small team providing business support to management team, ensuring compliance with organisational requirements around health & safety, risk management, business continuity, FOI’s (Freedom of Information), co-ordinating recruitment activity and the Tell Us Once process.  We provide performance management data through undertaking data gathering, data analysis and data visualisation, project support and governance and undertake reconciliation, forecasting and reporting for the Household Support Fund.

Typical duties in the apprenticeship will involve: 

• Answering customer enquiries
• Publishing and updating information on various information sharing sites
• Offering a quality customer service experience 
• Managing team email inboxes and prioritising where appropriate
• Data gathering and basic data analysis
• Supporting project teams with general administrative support
• Complete general administrative processes
• Basic financial and statistical calculations 

You will undertake the Level 3 Business Administration Apprenticeship. Further information for these apprenticeships can be found at:
 https://www.instituteforapprenticeships.org/apprenticeship-standards/business-administrator-v1-0 

If you would like to know more before applying, call Rach 02476 972279 or Jan 02476 972542 for a chat, 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 Monday 9^th October 2023.

The application and selection process for candidates is as follows: 
Stage 1 – 11^th October - Candidates will be shortlisted based on the answers given 
Stage 2 – 23^rd October - Pre-interview and Maths & English assessment* 
Stage 3 - 27^th October  - 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