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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.\n\nYou 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.\n\nJoining 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\n\nWe want every single customer to have a positive experience when approaching the council and would welcome you being part of the team.\nOur 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.\n\nOur Values are:\n\n<ul>\n\t<li>Open and fair: We are fair, open, and transparent.</li>\n\t<li>Nurture and develop: We help and encourage everyone to be their best and do their best.</li>\n\t<li>Engage and empower: We talk and listen to others, working together as one.</li>\n\t<li>Create and innovate: We embrace new ways of working to continuously improve.</li>\n\t<li>Own and be accountable: We work together to deliver the best services for our residents.</li>\n\t<li>Value and respect: We put diversity and inclusion at the heart of all we do.</li>\n</ul>\n\n<img alt=\"The Image “Our Values” is an image of text. It is a logotype for our One Coventry Values - Open and fair, Nurture and develop, Engage and empower, Create and innovate, Own and be accountable, Value and respect\" height=\"150\" src=\"https://www.coventry.gov.uk/images/ONE_COV_infographic.jpg\" width=\"687\">\nWhat is the job role? Customer Services Advisor Level 2 –Fulltime Permanent. \n\nWe have vacancies within our Benefits and Council Tax teams. You will be part of a team answering customer enquiries for a range of benefits including Council Tax Support; in addition, you will answer enquiries in relation to Council Tax liability, Payment Plans and changes to a customers’ circumstances. This will involve dealing with telephone enquiries, requests and pre-booked appointments in a contact centre setting.  \n\nYou will need excellent customer service and communication skills along with problem solving and negotiation skills.  You will need the ability to deal with a diverse range of customers and cope with changes and a fast-paced environment. \n\nFull training will be provided, knowledge and experience of benefits and/or council tax is an advantage. \n\nThe closing date is midnight on the Sunday 5th January 2025 with assessments planned shortly afterwards. Assessments will consist of a competency-based interview and a work-based role-play exercise. \n\nIf you aren’t sure or have some questions, we’d be happy to talk to you, call June on 02476 977 472, Ninder on 02476 834 814 during office hours for an informal conversation. \n\nApplicants that have been through a Customer Services Assessment Centre and been unsuccessful in the last 12 months need not apply. \n\nThis 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). \n\nWe 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.\nWho are we looking for? <ul>\n\t<li>Care about delivering an excellent service to every internal and external customer</li>\n\t<li>Excellent communication skills, confident in face to face, telephone and written activity</li>\n\t<li>Ability to support a diverse customer base</li>\n\t<li>Ability to deliver in a fast-paced environment</li>\n\t<li>Ability to respond to change positively</li>\n\t<li>To Be Flexible to the needs of the service</li>\n\t<li>Good IT skills</li>\n\t<li>An understanding of the range of services provided by the council.</li>\n</ul>\n\nIf you need help or support to complete your application, please visit our <a href=\"{{SIGN-IN-REQUIRED}}\">accessibility page</a> to see how we can assist you.\n\nGuaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. 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