Customer Service Advisor Lvl 1

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?

Customer Service Advisor Level 1

Currently we have a 37 hour full time permanent vacancy within our busy Customer Services Team. Our business opening hours are 9:00 – 17:00, Monday to Friday, with shifts covering from 8:30 till 17:00 each day.

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 answering customer enquiries in relation to adult social care; connecting Social Workers and customers upon request, completing adult social care referrals, recording, and passing accurate messages as required and signposting as appropriate.

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

Closing date for applications is midnight on Monday 27th May 2024. Following this successful candidates will be invited to an assessment. This will consist of a competency-based interview and a work-based role play.

We will use this interview to assess your English fluency as set out in part 7 of the Immigration Act 2016. We have a duty to ensure our employees have the necessary standard of spoken English in all public sector customer facing roles.

If you aren’t sure or have some questions, we’d be happy to talk to you; call our Customer Service Team Manager Aidan 02476 977 439 for an informal conversation during office hours.

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

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.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

For full details on the application process please read the attached document 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 5100 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

Our Values

In line with our One Coventry Values we strive to have a workforce that reflects our local communities and welcome applicants from all sections of the community. We particularly welcome applicants from minority ethnic backgrounds, applicants who have a disability and applicants who are from the LGBTQ+ community to apply for our senior leadership roles.

Our Values are:

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We help and encourage everyone to be their best and do their best.
• Engage and empower: We talk and listen to others, working together as one.
• Create and innovate: We embrace new ways of working to continuously improve.
• Own and be accountable: We work together to deliver the best services for our residents.
• Value and respect: We put diversity and inclusion at the heart of all we do.