Customer Services Advisor Level 1

at  Coventry City Council

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?
Currently we have a number of full time and part time roles on different contracts (fixed term or permanent) within our busy Customer Services Contact Centre Team. Our business opening hours are 9:00 – 17:00, Monday to Friday, with shifts covering from 8:30 till 17:00 each day.
General Enquiries : You will be answering customer enquiries, raising service requests for council departments, completing applications, and sign-posting as appropriate. Customer Services is the face of the council and you will be the first port of call for a broad range of enquiries from customers wanting to book a civil ceremony to those wanting to report fly-tipping.
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 required and signposting as appropriate.
Blue Badge : You will ideally have experience and / or knowledge of processing applications for Blue Badges including under the new hidden disability criteria; although this is not essential as full training will be provided.

THE ADVERT WILL BE CLOSED WHEN ALL ROLES ARE SUCCESSFULLY FILLED AND IF YOU ARE SUCCESSFUL YOU WILL BE HELD IN A POOL UNTIL A SUITABLE ROLE HAS BEEN IDENTIFIED.

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?
You’ll be supporting people over the telephone, through e-mail and on occasion, face-to-face in our customer service centre.
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 call centre environment although training will be given.
Applicants should be aware that these roles are generic and that you may be asked to cover other teams and tasks as required.
If you aren’t sure or have some questions, we’d be happy to talk to you, for General Enquiries contact Mandy on Mandy.Lewis@coventry.gov.uk or Carole on Carole. DeHavilland@coventry.gov.uk, for Adult Social Care contact Aidan on Aidan.Dunne@coventry.gov.uk and for Blue Badge contact Charlotte on Charlotte.Buckley@coventry.gov.uk 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.
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.

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 conditio