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Customer Services Support Officer Lvl 2

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?

1 Permanent, Full time post 

Customer Services has an opportunity for an experienced administrator with excellent customer service skills.  

You will need to be professional, organised, and have a good eye for accuracy and detail to be successful in this role. Excellent communication skills are essential as you will liaise with both internal, external customers and professional callers. You will require resilience and be able to work in a fast-paced, customer focussed environment. 

You will be undertaking a variety of admin work including inputting timesheets, processing orders and invoices, monitoring functional mailboxes and responding as necessary, and closing complaints as they are responded to.

Applicants should be aware that these roles are generic and that you may be asked to cover other teams and tasks as required. 

The closing date for applications is midnight on 30th November 2022 with assessments scheduled for the following week.  This will consist of a competency-based interview and a work-based role play.

If you aren’t sure or have some questions, we’d be happy to talk to you; call our Customer Service Team Manager Andy on 02476976458 for an informal conversation during office hours. 

Applicants that have been through a Grade 3 Customer Services Assessment Centre and been unsuccessful in the last 12 months need not apply 

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
  • Generous annual leave allowance starting at 27 days and rising to 32 days
  • Pay progression through multiple increments
  • Opportunity for Salary Match
  • 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

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