Customer Service Coach

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?

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 coach and support individuals to drive change and continual improvement in performance?

Then let’s talk ….

We currently have a (18.5 hour) Part Time Permanent Customer Service Coach role within our busy Improvement and Development team focussing on delivery of our Customer Service function against the organisational vision.

Salary will be pro rata to the number of hours worked.

We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.

The role will consist of working closely with individuals across all areas of Customer Services focusing on performance and supporting them to achieve the highest standards of Customer Service.

You will actively promote a positive, customer focussed culture, contributing to the improvement of Customer Services through effective personal coaching and training delivery. Undertake quality monitoring and work closely with team leaders providing evidence for one to ones and appraisals.

To be able to achieve this you’ll need excellent communication skills and the ability to connect / build relationships with team members. The role will involve producing and agreeing action plans with team members that help us to continuously improve.

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.

The closing date is midnight on Monday 29th January 2024, we’ll shortlist from there and if you’re successful we’ll invite you to assessment. Assessments 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 Dan Freeman on 02476 787605 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.

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 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 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: