Customer Services Support Officer Level 2

Posted 26 May 2020

Coventry City Council

Coventry (Customer Support or Client Care)

Job Type:permanentDuration:
Category:Customer Support or Client CareRecruiter Reference:coventrycc/TP/227/393
URL for Applications:Apply HereSalary:

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 Services Support Officer Level 2 – 3 posts (Grade 3)

Customer Services has opportunities for experienced administrators with excellent customer service skills.

You will need to be professional, organised with 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 and external customers.

Vacancies are as follows:

Two vacancies are in Children's Service contact team, taking telephone contact from the public and professionals needing to access Social Workers and services. You may also be asked to cover Social Care office receptions around the city on a rota basis as service needs require.

One vacancy supports the depot-based services (Waste, Streetpride, Highways etc) in processing timesheets, invoices, orders, and mailboxes.  You will support the response to customer complaints and may have limited customer contact as a result.  You must be able to work in a fast-paced environment and be flexible to the needs of the service.

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 Friday 29th May with assessments taking place week commencing 8th June.

Assessments will consist of a competency-based interview and a work-based role play.

Applicants that have been through a Customer Services Assessment Centre and been unsuccessful in the last 12 months need not apply.

If you aren’t sure or have some questions, we’d be happy to talk to you, call one of the management team Anita on 02476976457 or Andy on 02476976458 for an informal conversation.

Who are we looking for?

To be successful in this role you will need the following skills, knowledge, and experience;

  • 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 on our jobs page labelled 'Coventry City Council Application Process'

All attachments for the job can be found here



Introduction to Coventry City Council

Coventry is a lively, multicultural city, which embraces old and new. Around the modern city centre there are traces of history everywhere – in the old city walls, the timber-framed buildings and the reconstructed medieval Spon Street. But Coventry has always had an eye on the future, and is now firmly focused on regenerating and re-inventing itself to meet the challenges of the 21st Century. With major developments and new projects taking place right across the city, Coventry City Council is the place to be!

There's a huge buzz about the city – Coventry ranks as the 8th best city to live, work and do business in the UK, and is the UK City of Culture 2021 ! We believe this will help put Coventry on the map for all the right reasons. You can feel the sense of local pride throughout the city as we build towards this momentous year. It also offers a unique, once-in-a-lifetime opportunity to those joining us to play their part in it.

We genuinely believe that Coventry City Council is a special place. You will be joining Coventry City Council during an exciting time to become part of a team that contribute to achieving our visions for the city. We have made our council a place where we look after our people, making sure you're happy in your work and given everything you need to succeed. We've created friendly, welcoming workplaces where everyone is working towards the same cause, providing the best possible services for the city of Coventry.

As a council with improvement at its heart, we’re committed to making life better for the people who live and work in Coventry. We’re equally concerned with the quality of life enjoyed by our people, so by joining us, you won’t just be helping the community, you’ll be helping yourself too.

Not only do you get to work alongside great people that are helping to improve services for our community we offer great benefits too! For your valued contribution we will provide a fantastic benefits package including;

  • Flexible working arrangements
  • Generous annual leave allowance starting at 27 days and rising to 32 days
  • Pay progression through multiple increments
  • Outstanding local government pension scheme
  • Learning & Development with access to certified courses.
  • Access to an award winning Occupational Health Team
  • Vibrant employee networks 

How to Apply

Apply Online