Customer Services Coach

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 are 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, we have a dynamic Customer Service Centre with around 2500 visitors a week approaching us for a wide range of enquiries from paying their council tax to seeking help to access services and dedicated support teams who process bookings, timesheets and general administration work for the whole organisation. 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.

In line with our One Coventry Values, we want to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects, including diversity of thinking. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remains at the heart of everything we do.

Our Values are:

• 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.

Join Us as a Customer Service Coach – Make a Real Difference!

1XFull Time Permanent

Are you passionate about customer service? Do you thrive on coaching and supporting others to reach their full potential? If so, we have the perfect role for you!

We’re looking for an enthusiastic and inspiring Customer Service Coach to join our Improvement and Development team on a full-time basis. This is a fantastic opportunity to shape the future of customer service within our organisation and ensure that every interaction leaves a positive impact.

Why This Role?

✔ Lead and Inspire – Promote a customer-first culture and empower individuals to excel.
✔ Make a Difference – Help drive continuous improvement and innovation in customer service.
✔ Support & Coach – Work closely with team members, offering guidance and training to elevate standards.
✔ Collaborate for Success – Partner with leaders to enhance performance, deliver quality monitoring, and drive positive change.

What We’re Looking For:

Exceptional communication skills – you connect and build strong relationships.
A coaching mindset – you’re passionate about nurturing talent and guiding improvement.
An ability to analyse performance and develop action plans that lead to tangible results.
A commitment to fostering a positive, customer-focused culture across all areas of service.

Join us in shaping the future of customer service—helping individuals grow, improving customer experiences, and driving change.

Closing Date: Midnight 2nd July 2026

Assessment: If shortlisted, you’ll take part in a competency-based interview and a presentation on 16th and 17th July 2026

Please click the link below to find out more about the Team

https://youtu.be/JVpxR5WSoNM

Still unsure? Want to chat? Call Dan Freeman on 02476 787605 for an informal conversation.

Ready to inspire and make a lasting impact? Apply today!

• 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 candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.

If you need help or support to complete your application, please visit our accessibility page to see how we can assist you.

Need help completing your application form? The Job Shop can support you. You can email them at jobshopemploymentsupport@coventry.gov.uk or visit the Job Shop in person, please see their webpage for more information. For all other queries, contact Resourcing@coventry.gov.uk.

Guaranteed Interview Scheme - As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'.

We recognise that you might use AI tools to help with your application. While these tools can be useful, please make sure that all information you provide about your experience, skills, and qualifications is accurate. What matters most to us is hearing about your experience and the achievements that truly reflect you!

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 5100 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.

If you join us, we will provide a fantastic rewards and benefits package - to find out more please visit https://www.coventry.gov.uk/council-vacancies