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 ValuesIn 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?We are advertising for 1x full time (37 hours) and 1x part time (22.5 hours) permanent roles 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. 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. You'll be supporting people over the telephone and through e-mail.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 7th May 2025. Assessments will consist of a competency-based interview and a work-based role-play exercise. If you aren't sure or have some questions, we'd be happy to talk to you, call Aidan Dunn on 02476 977439 or Dave Hurst 02476 976044 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.Who are we looking for?Care about delivering an excellent service to every internal and external customerExcellent communication skills, confident in face to face, telephone and written activityAbility to support a diverse customer baseAbility to deliver in a fast-paced environmentAbility to respond to change positivelyTo Be Flexible to the needs of the serviceGood IT skillsAn 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 veteransAre currently in care or have previously been in careIf you consider yourself to be disabled or if you have a long-term health conditionFor 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 their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.Interview date(s): TBC.About CoventryCoventry 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