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- Tasks: Manage customer complaints and ensure timely responses while liaising with various service areas.
- Company: Join Coventry City Council, a vibrant and diverse organisation dedicated to community service and innovation.
- Benefits: Enjoy a comprehensive rewards package, full training, and opportunities for personal development.
- Why this job: Be part of a team that values diversity, inclusion, and making a real impact in the community.
- Qualifications: Strong admin skills, excellent communication, and familiarity with Microsoft Office are essential.
- Other info: Fixed-term role until April 2026; guaranteed interviews for specific groups.
The predicted salary is between 24000 - 36000 £ per year.
The Service Recovery Team (SRT) is part of the council’s Customer Services function, serving as the first point of contact for customer enquiries across the council. The SRT manages the council-wide coordination, efficient handling, and resolution of customer complaints, comments, and compliments, in line with corporate guidance and statutory requirements.
We value diverse perspectives and experiences and are committed to creating an inclusive workplace culture that is accepting of all and free from discrimination and bias. Our Values include:
- Open and fair: We are fair, open, and transparent.
- Nurture and develop: We support everyone to reach their potential.
- Engage and empower: We listen and work collaboratively.
- Create and innovate: We seek new ways to improve.
- Own and be accountable: We take responsibility for our actions.
- Value and respect: We prioritize diversity and inclusion in all we do.
You will support the delivery of a high-quality complaints service across the council by ensuring concerns and complaints are acknowledged, recorded, and responded to promptly and consistently. The role involves managing a caseload of administrative tasks with varying deadlines, liaising with officers from different service areas, updating stakeholders on progress, and assisting Service Recovery Officers and the Ombudsman Link Officer with complex complaints. This position is fixed-term until April 2026. Full training will be provided.
We seek a highly motivated individual capable of multitasking under tight deadlines in a fast-paced environment. Strong administrative skills, excellent customer service, and effective communication—both spoken and written—are essential. Familiarity with Microsoft Office tools like Teams, Word, and Excel, as well as experience navigating databases, is required. Teamwork, a proactive attitude towards ad-hoc tasks, and flexibility to support service needs are also important.
If this describes you, please complete our application form and describe in your own words (without AI assistance) where you have demonstrated these skills. The closing date is midnight on Monday, 16th June 2025. Shortlisted candidates will be interviewed on Thursday, 26th and Friday, 27th June 2025. If you have questions or need further information, please contact Catherine during office hours at 02476 977407 for an informal discussion.
Previous applicants within the last 12 months are not eligible to reapply. If you require assistance with your application, please visit our accessibility page.
We offer guaranteed interviews for certain groups, including: Members of the Armed Forces and veterans, individuals currently in or previously in care, and persons who consider themselves disabled or have a long-term health condition.
About Coventry: Coventry is a vibrant, diverse city with a proud history of community resilience and social change. We are innovative, youthful, and committed to excellence. With around 5,100 staff from diverse backgrounds, our goal is to recruit and develop talented individuals who focus on customer service, responsibility, teamwork, and continuous improvement. Join us to make a meaningful difference in our communities. We offer a comprehensive rewards and benefits package.
Contact Detail:
Coventry City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Administrator
✨Tip Number 1
Familiarise yourself with the council's One Coventry Values. Understanding these values will help you align your responses during the interview, showcasing how your personal values resonate with their commitment to diversity, inclusion, and community service.
✨Tip Number 2
Prepare examples of how you've effectively managed complaints or customer service issues in the past. Highlight your multitasking abilities and how you’ve successfully navigated tight deadlines, as this role requires strong administrative skills and the ability to handle a caseload efficiently.
✨Tip Number 3
Brush up on your Microsoft Office skills, particularly in Teams, Word, and Excel. Being proficient in these tools is essential for the role, so consider doing a quick online course or tutorial to ensure you're comfortable using them.
✨Tip Number 4
Reach out to current or former employees of the Service Recovery Team if possible. They can provide insights into the team dynamics and expectations, which can be invaluable when preparing for your interview and understanding the role better.
We think you need these skills to ace Complaints Administrator
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Complaints Administrator position. Highlight key skills such as strong administrative abilities, customer service experience, and effective communication.
Tailor Your Application: When writing your application, make sure to tailor it specifically to the role. Use examples from your past experiences that demonstrate your multitasking abilities, proficiency with Microsoft Office tools, and teamwork skills.
Showcase Your Values: Align your application with the council's values. Emphasise your commitment to diversity, inclusion, and customer service. Mention any relevant experiences that reflect these values in your work.
Follow Instructions Carefully: Ensure you complete the application form as instructed. Avoid using AI assistance and write in your own words. Pay attention to the closing date and submit your application before midnight on 16th June 2025.
How to prepare for a job interview at Coventry City Council
✨Showcase Your Customer Service Skills
As a Complaints Administrator, you'll be the first point of contact for customer enquiries. Be prepared to discuss specific examples of how you've handled customer complaints in the past, demonstrating your ability to remain calm and professional under pressure.
✨Demonstrate Your Administrative Abilities
This role requires strong administrative skills and the ability to manage multiple tasks. Highlight your experience with managing caseloads, using Microsoft Office tools, and any relevant database navigation skills during the interview.
✨Emphasise Teamwork and Collaboration
The Service Recovery Team values collaboration. Be ready to share examples of how you've worked effectively within a team, especially in fast-paced environments, and how you’ve contributed to achieving common goals.
✨Align with the Council's Values
Familiarise yourself with Coventry City Council's values, such as being open and fair, nurturing development, and valuing diversity. During the interview, express how your personal values align with theirs and how you can contribute to an inclusive workplace culture.