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?

Are you excited and enthusiastic about Customer Service?

Are you an effective leader and able to promote a culture of putting the customer at the heart of everything we do?

Can you motivate and support individuals to drive change and continual improvement in performance?

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….

Digital Print & Mail are an integral part of Coventry City Council, providing a wide range of services covering both High Volume and High Quality print, delivery and collection of written correspondence in both physical and digital formats, co-ordination of Off-site File Storage, a wide range of scanning and indexing services, and processing and dispatch of mail for the organisation.  The Customer Services Team Manager role is generic and you may be assigned to manage other teams across Customer Services.

You will be based in our busy Digital Print and Mail centre where you will be responsible for delivering a high quality, customer focussed service through a team of Digital Print and Mail Assistants to meet our business orders and service level agreements. This will include managing performance, 1:1 engagement, and well as regular team meetings. You will need a good eye for detail and excellent communication skills; You will also be confident in your decision making and expect a high standard for outputs.

Working as part of a management team to organise and run the centre you will be able to interpret customer requests and attract new business.  A good level of IT is required for this role and any experience of using PlanetPress, Fiery, Kofax and Hybrid Mail Systems would be useful.  You will have key-holding responsibilities for the building and open / close the building alongside the management team.

So, if you get a kick out of helping people develop and want to join us in in improving our Customer Service offer then this role might be just what you’re looking for.

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 12^th October 2020, we’ll shortlist from there and if you’re successful we’ll invite you to assessments on 19^th October 2020 .  Assessments will consist of a competency-based interview and a presentation, both of which will take place using Microsoft Teams. Should you need access to a laptop and internet to take part in the assessment we will arrange for you to come into the centre and use equipment, it should be noted that assessors will still complete assessments using Microsoft Teams.

If you aren’t sure or have some questions, we’d be happy to talk to you, call Andy Cooper on 02476 976 458 for an informal conversation.

This post is Fixed Term for up to 2 years.

Who are we looking for?

To be sucessful in this role you need to:

• Care about delivering an excellent service to every internal and external customer
• Have 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
• Be Flexible to the needs of the service
• Good IT skills
• Have 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

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About Coventry

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