Complaints Administrator

2 weeks ago


Coventry, United Kingdom Coventry City Council Full time

About the team we are recruiting to

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 to be part of the team.

We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, accepting of all, and free from discrimination and bias.

What is the job role?
Do you have excellent communication and organisational skills?

Do you have experience managing an administration process with varying deadlines to be met?

Customer Services are establishing a centralised Service Recovery team that will administer and manage formal complaints for the City Council.

Enquiries are varied and will encompass Childrens Social Care, Adult Social Care as well as corporate complaints, you will administer formal complaints throughout the relevant process by allocating complaints, coordinating responses, and keeping stakeholders informed of progress.

You will need:

- Good customer service skills for interaction with internal and external customers
- Be able to work as part of a small team and deliver against deadlines.

Full training will be given.

This role is 23 hours a week (salary for part-time roles will be pro-rata to the number of hours worked)

If you’re not sure or would like an informal conversation, please call Rachael during office hours on 07701 022845

Who are we looking for?
- Care about delivering 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.

Interview date: week commencing 8th May

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 4800 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.

Our Values
It’s great to know that you are interested in working with us at Coventry City Council. As a prospective employee, it is important that everyone who works for us is committed to our One Coventry values and shares our commitment to becoming a more diverse and inclusive organisation.

Our Values are:



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