Resident Experience Lead

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.

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

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:

We are looking for a full time permanent Resident Experience Lead.

This is one of three key roles that we’re recruiting to at the moment.

Please find attached to this advert some information which we hope is helpful in describing the responsibilities of each position in terms of both operational management and strategic/project focus.

These are new roles designed to help us to make a difference for our residents and organisation alike so…..

You’ve had a copy of the job description and some background information which we hope is helpful. You can probably tell that we’re on a journey, things are moving quite fast and it’s an exciting time for us but there is a lot to do !

If it would be helpful to talk things through in a bit more detail, then give Adrienne Bellingeri a call on 02476 971045.

The job description will tell you all about the practical things we’re looking for but if you talk to us, we’ll say it’s more than that.

We are looking for:    

• Plate spinners, who thrive on lots going on, like making sense out of emerging agendas and enjoy being exposed to loads of different projects and activities. 

• People people, who love to get the best out of others, recognise that they don’t have all the answers themselves but know how to work alongside people to find them. 

• Collaborators, actively seeking opportunities to work across organisations and with partners to creative innovative solutions and open their thinking up to external challenge.  

• Problem solvers, who are creative and thoughtful to help us to reimagine not only how we support our residents and our organisation but who’ll push boundaries and not be afraid to try new things.  

• Values people, who will bring their hearts to work with them, who’ll genuinely care about doing the right things and creating a can-do culture. 

• Realists, pragmatists and survivors – this stuff is hard, and we won’t always get it right, so we need to work together to adapt, learn from our history and use it to inform our future all while keeping going. 

If that sounds like you, then what are you waiting for?

Apply now by completing the online personal details application form. Then…

We’d also like you to submit a video (no longer than 15 minutes) as your application, to help us to understand how your knowledge, skills and most importantly you, as a person, can help us on our journey. 

 You’re welcome to be as creative as you like, just don’t lose sight of the job in hand. You’re also welcome to make assumptions where necessary, if you do then highlight where that’s the case. 

Once you’re happy with your video application, please email it to resourcing@coventry.gov.uk.

We are committed to ensuring diversity and inclusion and a fair and transparent recruitment process; however, we want to try something different to enable you to promote your suitability for this role.

Although our standard recruitment process uses anonymised application forms, for the purpose of using the video application, this process will not be anonymised. If you would like to discuss this further or wish to apply using video but require anonymisation, please contact resourcing@coventry.gov.uk so we can discuss alternative solutions.

MS Teams video application guidance is attached to this advert, however, you can use your preferred platform to create your video.

Closing date is midnight on Sunday 4th February 2024.

Interview date(s): Week commencing Monday 12th February or Monday 19th February or Monday 26th February 2024.

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

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

Proud member of the Disability Confident employer scheme