Service Recovery Manager

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 good steppingstone 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. 
Our ValuesIn 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:

What is the job role?Service Recovery Manager  

Are you passionate about delivering excellent customer service?  

Do you see opportunities where there are challenges and enjoy helping people to solve their problems? 

Do you get a buzz out of leading people and creating a positive, forward thing team environment? 

Then let’s talk….. 

We’ve recently centralised our complaints management into a new Service Recovery Team. We wanted to provide insight into what’s working and what needs more attention across the organisation, drive consistency in how we work and also to look more creatively at how we engage with our residents to solve problems and avoid the need for things to escalate unnecessarily. 

We have aspirations to completely transform our service offer and with that comes a long list of things to think through; from organisational policies to process design, analysis and reporting to the identification of improvement opportunities and most importantly embedding the principles of listening to and valuing our customers at every opportunity. 

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 Monday 12th February 2024.  Assessments will consist of a competency-based interview and a presentation.  If you have some questions or would like to talk further call Adrienne Bellingeri, Head of Customer Service on 02476 971 045 during office hours for an informal conversation. 

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).
Who are we looking for?
Creative thinkers who are passionate about driving change and can use their initiative to identify solutions in any circumstance.  
Someone who values people, who understands how to get the best from and for them. 
Flexible people who do what it takes to achieve great outcomes. 
Communicators who know how to work with different audiences to gain buy-in and support. 
Collaborators who recognise the opportunities that can be created by working with different people. 

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 CoventryCoventry 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