Customer Services Assurance & Improvement Officer

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.

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.

Are you highly organised with great interpersonal skills?

Do you have excellent IT skills and experience of analysing data and co-ordinating and evaluating project information?

Can you present complex data in a clear and concise format to support meetings, presentations and wider audiences?

Can you deliver under pressure and to tight deadlines?

Then let’s talk ….

1 x Customer Services Assurance & Improvement Officer full time and permanent

Working as part of a small team focussing on the delivery of our Customer Service function against the organisational vision. Work is varied and can be complex ranging from supporting on determining appropriate performance measures against the strategic plan to supporting the development of new project and programmes governance structures.

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

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).

Are you 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. If you have any questions or would like an informal conversation in the first instance, please call Janine on 024 7697 2452

The closing date is midnight on Friday 28th November 2023. We’ll shortlist from there and if you’re successful we’ll invite you for assessment. The assessment will consist of a practical technical exercise and an interview 5th December

• You will need excellent organisational skills and be able to adapt quickly to change in a fast-paced working environment. You will need a good eye for detail and analytical skills, able to manipulate data, identify themes and evaluate complex information.
• Your proactive approach and ability to effectively manage multiple tasks will ensure project governance documents are in place and delivered to specified timescales. You will actively engage with all internal stakeholders, developing and maintaining effective relationships, holding checkpoint meetings and supporting managers with any gaps in information.
• These roles play a crucial part in facilitating efficient performance management reporting and compliance around Health and Safety, FOI’s, Tell Us Once and organisational reporting. You will develop and promote a wider understanding of the methodologies, skills and techniques involved in service planning, compliance and improvement.
• You will actively promote a positive, customer focussed culture, ensuring that you employ excellent interpersonal and communication skills to help people. You will need to deliver against tight deadlines taking ownership of issues as needed to achieve the required outcome, you will also need to encourage and help other people stay on track having confidence in escalating concerns as necessary.

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 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'. 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.

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