Resident Services Assurance & Improvement Officer

Coventry City Council; Coventry; On-site; GBP 30,000 - 38,000; Full time

Job summary

Coventry City Council is seeking a Resident Services Assurance & Improvement Officer within the Customer Services function. This is a 1 x 12-month full-time fixed-term contract. The role focuses on turning complex information into meaningful insights, improving resident services, and ensuring high standards of performance and accountability.

You will work across performance measures, governance, and programme delivery, using data to support decision making and drive improvements for residents.

Qualifications

• Experience in turning data into clear insights and reports.
• Experience with governance of projects and programmes.
• Ability to develop performance measures linked to priorities.
• Understanding of compliance activities and service planning.

Responsibilities

• Analyse and interpret data to identify trends and opportunities.
• Produce clear performance reports for meetings and audiences.
• Support development and maintenance of governance arrangements.
• Coordinate performance management processes and deadlines.
• Build strong relationships with stakeholders across the council.
• Monitor compliance and support continuous improvement initiatives.
• Contribute to a resident-focused culture delivering outcomes.

Skills

Organised

Analytical

Time management

Stakeholder engagement

Communication skills

Job description

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.

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.

What is the job role?

Resident Services Assurance & Improvement Officer

1 Full Time Fixed Term Contract for 12 months

Are you ready to make a real impact?

Do you enjoy turning complex information into meaningful insights?

Are you highly organised, analytical, and confident working with data?

Can you build strong relationships, manage competing priorities, and deliver results in a fast paced environment?

If so, we'd love to hear from you.

About the Role

We're looking for an enthusiastic and motivated Resident Services Assurance & Improvement Officer to join our team.

This is an exciting opportunity to play a key role in supporting the delivery and continuous improvement of our Resident Services function, helping us achieve our organisational vision and deliver excellent outcomes for residents.

No two days are the same. You'll work across a broad range of activities, from developing and monitoring performance measures linked to strategic priorities, to supporting project and programme governance, business improvement initiatives, compliance activities, and organisational reporting.

You will work closely with colleagues across the organisation, using data, insight and effective communication to support decision making, drive improvements and ensure high standards of performance and accountability.

What You'll Be Doing

In this varied and rewarding role, you will:

• Analyse and interpret data, identifying trends, risks and opportunities for improvement.
• Produce clear, concise reports and performance information for meetings, presentations and a range of audiences.
• Support the development and maintenance of project and programme governance arrangements.
• Coordinate performance management processes and ensure reporting deadlines are met.
• Build effective relationships with stakeholders across the organisation.
• Monitor compliance activities and support service planning and continuous improvement initiatives.
• Contribute to creating a positive, resident focused culture that delivers excellent outcomes.

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).

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

Who are we looking for?

We're looking for someone who is:

• Exceptionally organised and able to adapt quickly in a dynamic and changing environment.
• Analytical and detail focused, with the ability to work confidently with data and complex information.
• Proactive and self motivated, with excellent time management skills and the ability to manage multiple priorities.
• A confident communicator who can engage effectively with a wide range of stakeholders.
• Comfortable challenging constructively, escalating concerns when needed and helping others stay on track.
• Passionate about delivering excellent resident service and driving continuous improvement.

Why Join Us?

This role offers a unique opportunity to influence service delivery, support organisational improvement and contribute to projects and initiatives that make a real difference.

You'll join a supportive team where your ideas, skills and expertise will be valued, and where you'll have the opportunity to develop and grow professionally.

Interested?

We'd love to hear from you.

Please complete an application form and tell us about your experience, achievements and how you've used your skills to make a difference.

If you'd like an informal discussion about the role, please contact Janine on 024 7697 2452.

Recruitment Timetable

• Closing Date: 27th September 2026
• Assessment and Interview Date: 8th October 2026

The assessment process will include a practical technical exercise followed by a competency based interview.

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

Need help completing your application form? The Job Shop can support you. You can email them at [e-mail] or visit the Job Shop in person, please see their webpage for more information. For all other queries, contact [e-mail] .

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'.

We recognise that you might use AI tools to help with your application. While these tools can be useful, please make sure that all information you provide about your experience, skills, and qualifications is accurate. What matters most to us is hearing about your experience and the achievements that truly reflect you!

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 andbenefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies