Verified Job
Customer Support / TeleCaller
Customer Services Coach
Customer Support / TeleCaller
#49958
Remote / WFH
Coventry City Council
Job Description
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.
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.
What is the job role?
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 3rd 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!
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 candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
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.
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.
What is the job role?
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 3rd 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!
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 candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
