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

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.

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.

What is the job role?

Do you get a real buzz from resolving complaints?

Do you have excellent communication and organisational skills?

Are you a great team player and a confident sincere communicator?

Then let’s talk ….

We have two permanent, full time roles available in our new Service Recovery team. 

Customer Services are establishing a centralised Service Recovery team that will administer and manage formal complaints for the City Council.

You will need to network with colleagues across the organisation as enquiries will encompass all departments including Childrens Social Care, Adult Social Care, Housing as well as corporate complaints.

You will manage a caseload of complaints through the formal procedure, offering advice and guidance, coordinating responses, and keeping stakeholders informed of progress.

You will deal with complex or emotive problems demonstrating impartiality, politeness, confidence, tact, patience, and diplomacy.

You must be able to apologise when we have got things wrong and still seek feedback to improve processes.

This role exists in what will be a new centralised environment so you will need the ability to embrace change and adapt as the role develops.

If you are 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 Monday 29^th May, we’ll shortlist from there and if you’re successful we’ll invite you to one of our assessment centres planned for week commencing 12^th June.

If you aren’t sure or have some questions, we’d be happy to talk to you, call Rachael on 07701 022845 during office hours for an informal conversation.

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 and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies

Coventry City Council