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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.

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 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.

What is the job role?

Customer Services Meet and Greet

Currently, we have a permanent full-time vacancy within our busy Customer Services Team. Our business opening hours are 09:00 – 17:00, Monday to Friday although shift times are 08:30-17:00.

You will be answering customer enquiries, signposting, and supporting customers in our service centre. There will also be requirements to cover various reception points within the city on a rota basis. Customer Services is the face of the council, and you will be the first port of call for a broad range of enquiries relating to using and paying for council services. In this role you’ll be supporting people face-to-face.

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 face-to-face environment or supporting customer accessing services, although training will be given.

If you aren’t sure or have some questions, we’d be happy to talk to you, call Bianca Smith on 024 7697 7693 during office hours for an informal conversation.

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.

The closing date for applications is Midnight on 30th July 2026. Shortlisted candidates will be invited to attend an assessment day on 10th August 2026. Those who are successful at the assessment stage will then be invited to a competency-based interview on 18th August 2026.

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

Applicants that have been through a Customer Services Assessment Centre and been unsuccessful in the last 6 months need not apply.

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).

Who are we looking for?

• Care about delivering an excellent service to every internal and external customer
• Excellent communication skills, confident in face to face, telephone and written activity
• Ability to support a diverse customer base
• Ability to deliver in a fast-paced environment
• Ability to respond to change positively
• To Be Flexible to the needs of the service
• Good IT skills
• An 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 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 and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies