Resident Experience Advisor

3 months 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 being part of the team.

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?
Do you get a real buzz from giving excellent customer service?

Are you a great team player and a confident sincere communicator?

Then let’s talk.

We have 2 permanent, full-time roles available in our Resident Experience Team.

You will already be passionate about Customer Service and really want to make a positive contribution to improving our resident experience and processes.

You will be part of the Resident Experience Team gathering and analysing customer feedback via several communication channels. You will need to be an excellent communicator and able to interact with a diverse range of customers.

Working as part of a small team you will support residents to achieve a satisfactory outcome when they are dis-satisfied with the aim of reducing formal complaints using all of your problem solving skills. You will be talking to residents directly to understand issues and liaise with services to achieve the desired outcome where possible.

You will be investigating customer complaints and feedback helping to identify trends to support our process improvement work. You will also help develop our mystery shopping programme and assist with recruitment assessment centres.

This role exists in a fast-paced environment so you will need the ability to embrace change and adapt as the role develops.

So, if you care about Coventry and want to join us in shaping the Resident Experience initiative then this role might be just what you’re looking for.

The closing date is midnight on Wednesday 12th July, we’ll shortlist from there and if you’re successful we’ll invite you to one of our assessment centres.

If you aren’t sure or have some questions, we’d be happy to talk to you, call Rachael on 07701 022845 during office hours for an informal conversation.

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.

All attachments for the job can be found here

**Applicants that have been through a Customer Services Assessment Centre and been unsuccessful in the last 12 months will not be considered.**

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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