Customer Services Advisor Level 1

Coventry City Council; Coventry; On-site; GBP 40,000 - 60,000; Part time

Job summary

A local government body in Coventry is seeking a part-time Customer Service Advisor Level 1 to join their dynamic Customer Services team. In this role, you will be the first point of contact for customer enquiries, particularly in adult social care, ensuring excellent service delivery. This part-time position offers flexible shifts and the opportunity to grow your skills in a supportive environment. Ideal candidates will have excellent communication skills and the ability to work in a fast-paced setting while supporting a diverse customer base.

Benefits

Flexible working shifts

Inclusive work environment

Career growth opportunities

Qualifications

• Experience of working in a contact centre environment is ideal.
• Ability to respond to change positively.
• Care about delivering an excellent service to every internal and external customer.

Responsibilities

• Answer customer enquiries in relation to adult social care.
• Connect social workers and customers as requested.
• Complete adult social care referrals and record messages accurately.

Skills

Excellent communication skills

Good IT skills

Ability to support a diverse customer base

Ability to deliver in a fast-paced environment

Flexibility to the needs of the service

Job description

Our Values

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

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.

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 – 24 hours Part Time, Fixed Term for 12 Months

Join our vibrant Customer Services team and be part of the heartbeat of our organisation! We're recruiting for multiple exciting roles where you'll be the first point of contact for making a real difference in people's day. With supportive teams, flexible shifts between 8:30 and 17:00, and plenty of opportunities to grow your skills, there’s never been a better time to step into a fast-paced and rewarding environment. Ready to make your mark? We want to hear from you!

We have 1 part-time role - so there's flexibility to suit your lifestyle. (Salary will be pro rata to the number of hours worked)

Adult Social Care

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 requiredand signposting as appropriate.

You will need excellent communication skills, be able to deal with a diverse range of customers and able to work in a fast-paced environment. Ideally you will have experience of working in a contact centre environment although training will be given.

Closing date is 2nd February 2026. Assessments will consist of a competency-based interview and a work-based role-play exercise. Interviews will take place week commencing 9th February 2026. If you aren’t sure or have some questions, we’d be happy to talk to you, call Lucy Rollins on 02476972916 or Aidan Dunne on 02476 977439 during office hours for an informal conversation.

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.

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

All candidates must have the Right to Work in the UK. We are currently not Offering sponsorship for this role.

Please note: Only some Customer Services Adviser Level 1 roles require a DBS, therefore some posts are 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). If you are interested in a Customer Services Adviser Level 1 role and do not wish to undertake a DBS we would still like to encourage you to 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.

Guaranteed Interview Scheme

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

For full details on the application process please read the attached document on our jobs page labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete your application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.

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

Coventry City Council

Attached documents

• Coventry City Council Application Process.pdf
• Customer Service Advisor L1 New JD (2).pdf