Your new company
You will be joining Coventry City Council, supporting a busy frontline Customer Services team. As one of the first points of contact for residents, the service plays a vital role in ensuring the community receives clear, helpful and efficient support across a wide range of council enquiries. Coventry City Council prides itself on delivering a people-centred service with professionalism, integrity and genuine commitment to helping residents.

Your new role
As a Customer Contact Officer, you will provide high-quality customer service across multiple channels. Four positions are based within the Customer Service Centre handling telephone enquiries, while two positions are based within the Central Library, supporting customers face-to-face through the meet-and-greet team.You will take ownership of customer enquiries, ensuring issues are resolved wherever possible at first contact. In this role, you will promote a positive, customer-focused culture, manage competing priorities, and maintain a professional approach at all times. You will also contribute to improving service delivery by identifying challenges, suggesting improvements, and supporting new initiatives. Working closely with colleagues and service managers, you will help maintain strong working relationships and ensure customers remain at the heart of the service.
What you’ll need to succeed
To succeed in this role, you will need excellent customer service skills, strong communication abilities, and the confidence to handle both telephone and face-to-face interactions professionally. You must be able to manage conflicting priorities, work effectively as part of a team, and take pride in delivering a high standard of service. A positive attitude toward change, continuous improvement, and learning is essential, along with the ability to build effective relationships and provide constructive feedback. You will also need a commitment to Coventry City Council’s values and a desire to support customers within a busy public-service environment.

What you’ll get in return
You will receive a competitive hourly rate of £13.05 basic (£14.63 inclusive of holiday allowance), working full-time on an ongoing contract. You will gain valuable experience within a large, supportive public-sector organisation and be part of a team that makes a meaningful difference to residents across Coventry. With set office hours and a collaborative team environment, this is an excellent opportunity to develop your customer service career within local government.

What you need to do now
If you’re interested in this role, click ’apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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