At a Glance
- Tasks: Be the first point of contact for customer inquiries and provide excellent service.
- Company: Join Coventry City Council, a diverse and inclusive organisation dedicated to community service.
- Benefits: Enjoy flexible shifts, supportive teams, and opportunities for skill development.
- Other info: Full-time and part-time roles available; training provided for all candidates.
- Why this job: Make a real difference in people's lives while building a long-term career.
- Qualifications: Excellent communication skills and a passion for supporting a diverse customer base are essential.
The predicted salary is between 24000 - 36000 £ per year.
Customer Service Advisor Level 1 – 24 hours Part Time, Fixed Term for 12 Months
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 is 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, and we have a dynamic Customer Service Centre with around 2500 visitors a week who approach us for a wide range of enquiries from paying council tax to seeking help to access services. Dedicated support teams process bookings, timesheets and general administration work for the whole organisation.
You may be based in one of several locations – the Customer Service Centre is in the heart of the city (Friargate), a large purpose‑built office by the train station, with several reception points across the city.
Joining Customer Services is a good stepping stone into a long‑term career with the Council. Depending on the role offered, you will learn about other parts of the organisation.
Our Values
- 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.
Job Role Overview
Customer Service Advisor Level 1 – 24 hours Part Time, Fixed Term for 12 Months. We have one part‑time role – so there is flexibility to suit your lifestyle. (Salary will be pro‑rated to the number of hours worked).
Responsibilities
- Answer customer enquiries in relation to adult social care; connect social workers and customers upon request, complete adult social care referrals, record, and pass accurate messages, and signpost as appropriate.
- Provide excellent communication skills, dealing with a diverse range of customers in a fast‑paced environment.
- Support a dynamic contact centre environment (training will be provided).
Assessment & Selection
Closing date is 2nd February 2026.
Assessments will consist of a competency‑based interview and a work‑based role‑play exercise. Interviews will take place week commencing 9th February 2026.
English fluency will be assessed as set out in part 7 of the Immigration Act 2016. 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 12 months need not apply.
Only some Customer Service Adviser Level 1 roles require a DBS; therefore some posts are exempted under the Rehabilitation of Offenders Act 1974 and appointment will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS). If you do not wish to undertake a DBS we would still like to encourage you to apply.
Qualifications & Experience
- 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.
- Understanding of the range of services provided by the council.
Guaranteed Interview Scheme
Members of the Armed Forces and veterans, currently in care or have previously been in care, disabled or long‑term health condition.
Benefits
We will provide a fantastic rewards and benefits package – to find out more please visit https://www.coventry.gov.uk/council-vacancies.
Customer Services Advisor Level 1 employer: Coventry City Council
Coventry City Council is an excellent employer, offering a vibrant and inclusive workplace where diverse perspectives are valued. As part of the Customer Services team, you will enjoy flexible working hours, supportive colleagues, and ample opportunities for personal and professional growth within a dynamic environment that prioritises community engagement and service excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Advisor Level 1
✨Tip Number 1
Familiarise yourself with the services offered by Coventry City Council. Understanding the range of services will help you answer customer inquiries more effectively and demonstrate your commitment to providing excellent service during the interview.
✨Tip Number 2
Practice your communication skills, especially in a fast-paced environment. Consider role-playing common customer scenarios with a friend or family member to build your confidence and improve your ability to handle various inquiries.
✨Tip Number 3
Showcase your adaptability by preparing examples of how you've successfully managed change in previous roles. This will highlight your ability to thrive in a dynamic customer service environment, which is crucial for this position.
✨Tip Number 4
Research the values of Coventry City Council and think about how your personal values align with theirs. Be ready to discuss this alignment during your interview, as it demonstrates your commitment to their inclusive culture.
We think you need these skills to ace Customer Services Advisor Level 1
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the responsibilities and requirements of a Customer Services Advisor Level 1. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Communication Skills:Since excellent communication is key for this role, ensure your application showcases your verbal and written communication abilities. Provide specific examples of how you've effectively communicated in previous roles or situations.
Emphasise Inclusivity and Diversity:Given the council's commitment to diversity and inclusion, mention any relevant experiences you have in supporting diverse customer bases. This could include working with different communities or adapting your approach to meet varied needs.
Show Adaptability:The role requires working in a fast-paced environment, so include examples that demonstrate your ability to adapt to change and handle multiple tasks efficiently. This will show that you're prepared for the dynamic nature of the job.
How to prepare for a job interview at Coventry City Council
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Customer Services Advisor. Familiarise yourself with the services offered by Coventry City Council, as this will help you answer questions confidently.
✨Showcase Your Communication Skills
As communication is key in this role, prepare to demonstrate your ability to communicate effectively. Practice answering common interview questions clearly and concisely, and be ready to provide examples of how you've successfully handled customer inquiries in the past.
✨Emphasise Inclusivity and Diversity
Given the council's commitment to diversity and inclusion, be prepared to discuss how you can contribute to an inclusive workplace. Share any experiences you have working with diverse groups or how you would approach supporting a varied customer base.
✨Prepare for Role-Play Scenarios
Since the interview includes a work-based role-play exercise, practice handling customer service scenarios. Think about how you would respond to different types of inquiries and how to remain calm and professional under pressure.
