Customer Services Advisor Level 1

Coventry City Council; United Kingdom; On-site; GBP 20,000 - 30,000; Full time

Job summary

Ein innovatives Unternehmen sucht engagierte Mitarbeiter für den Kundenservice. Diese Rolle bietet die Möglichkeit, in einem dynamischen Team zu arbeiten und einen positiven Einfluss auf die Gemeinschaft auszuüben. Sie werden Kundenanfragen bearbeiten und dabei Ihre Kommunikationsfähigkeiten einsetzen, um exzellenten Service zu bieten. Mit einem klaren Fokus auf Vielfalt und Inklusion wird eine unterstützende Umgebung geschaffen, in der jeder die Möglichkeit hat, zu wachsen und sich zu entwickeln. Wenn Sie leidenschaftlich daran interessiert sind, anderen zu helfen und in einem lebendigen Umfeld zu arbeiten, ist dies die perfekte Gelegenheit für Sie.

Benefits

Umfassendes Belohnungs- und Leistungspaket

Garantiertes Vorstellungsgespräch für berechtigte Gruppen

Qualifications

• Erfahrung im Kundenservice ist von Vorteil, aber nicht zwingend erforderlich.
• Fähigkeit, in einem schnelllebigen Umfeld zu arbeiten und sich anzupassen.

Responsibilities

• Beantwortung von Kundenanfragen zu sozialen Dienstleistungen.
• Unterstützung von Kunden per Telefon und E-Mail.

Skills

Kundenservice

Kommunikationsfähigkeiten

IT-Fähigkeiten

Flexibilität

Job description

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, accepting of all, and free from discrimination and bias.

Customer Services Overview

Customer Services is one of the largest departments in Coventry City Council and serves as the front face of the organisation. We are typically the first point of contact for customer enquiries across the council. Our dynamic telephone teams handle thousands of calls and emails weekly, and our Customer Service Centre, with around 2,500 visitors a week, addresses a wide range of enquiries, from paying council tax to accessing services and support. We also have dedicated teams that process bookings, timesheets, and general administration for the organisation.

Locations

You may be based at one of several locations, including our main Customer Service Centre in the city centre at Friargate, a large purpose-built office near the train station, or at various reception points across the city.

Career Development

Joining Customer Services provides a solid foundation for a long-term career with the Council. Depending on the role, you will gain insights into other parts of the organisation.

Our Values and Inclusion

Aligned with our One Coventry Values, we are committed to ensuring our communities are represented within our workforce. We aim to be a truly inclusive organisation that encourages diversity, including diversity of thinking. We especially welcome applicants from minority ethnic, LGBT+, disabled, and neurodiverse communities to help us serve our residents better, maintaining equity and respect at our core.

• Open and fair: We are fair, open, and transparent.
• Nurture and develop: We support everyone to be their best.
• Engage and empower: We listen and work together.
• Create and innovate: We embrace new ways to improve.
• Own and be accountable: We deliver the best services.
• Value and respect: Diversity and inclusion are central to our work.

Job Roles

We are hiring for one full-time (37 hours) and one part-time (22.5 hours), permanent position within our Customer Services Contact Centre. Our operating hours are 9:00–17:00, Monday to Friday, with shifts from 8:30 to 17:00.

The role involves answering customer enquiries related to adult social care, connecting social workers and customers, completing referrals, recording messages, and signposting as appropriate. You will support customers via telephone and email, requiring excellent communication skills and the ability to work in a fast-paced environment. Experience in a contact centre is preferred but not essential, as training will be provided.

Application Process

The closing date is 7th May 2025. Assessments will include a competency-based interview and a role-play exercise. For questions or informal discussions, contact Aidan Dunn at 02476 977439 or Dave Hurst at 02476 976044 during office hours.

Applicants will be assessed for English fluency as per the Immigration Act 2016. Previous unsuccessful applicants from the Assessment Centre within the past 12 months are not eligible to apply.

Candidate Profile

• Care about delivering excellent service
• Strong communication skills across face-to-face, phone, and written interactions
• Ability to support a diverse customer base
• Ability to work effectively in a fast-paced environment
• Flexibility to adapt to service needs
• Good IT skills
• Understanding of council services

If you need support with your application, please visit our accessibility page. We offer a Guaranteed Interview Scheme for eligible groups, including armed forces members, those in or previously in care, and individuals with disabilities or long-term health conditions.

About Coventry

Coventry is a vibrant, diverse city with a proud history of community and social change. We are committed to excellence and aim to recruit talented people dedicated to making a difference. Join us and enjoy a comprehensive rewards and benefits package. For more details, visit https://www.coventry.gov.uk/council-vacancies