Customer Services Advisor Level 2
UK Visa Sponsorship Analytics
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Occupation Type
Customer service occupations not elsewhere classified.
Occupation Code Skill LevelIneligible
Sponsorship EligibilityIneligible for Sponsorship
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Description
Our Values
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:
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
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.
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?
Customer Services Advisor Level 2 – Part Time Permanent 30 Hours
You will join a dedicated Council Tax Customer Services team that supports residents with essential local authority services.
The team handles a high volume of customer contacts and plays a key role in supporting residents while ensuring council income is collected fairly and responsibly. Teamwork, consistency and professionalism are central to how the service operates.
We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, accepting of all, and free from discrimination and bias.
We have 1 part-time role - so there's flexibility to suit your lifestyle. (Salary will be pro rata to the number of hours worked)
What is the job role?
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?
Customer Services Advisor Level 2 – Part Time Permanent 30 Hours
You will join a dedicated Council Tax Customer Services team that supports residents with essential local authority services.
The team handles a high volume of customer contacts and plays a key role in supporting residents while ensuring council income is collected fairly and responsibly. Teamwork, consistency and professionalism are central to how the service operates.
We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, accepting of all, and free from discrimination and bias.
We have 1 part-time role - so there's flexibility to suit your lifestyle. (Salary will be pro rata to the number of hours worked)
What is the job role?
As a Customer Service Advisor within the Council Tax team, you will be the first point of contact for residents contacting Coventry City Council about their Council Tax account.
You will handle inbound enquiries through the contact centre, listening to customers, understanding their circumstances and providing accurate, consistent information in line with council policies, procedures and statutory requirements.
The role requires you to:
You will handle inbound enquiries through the contact centre, listening to customers, understanding their circumstances and providing accurate, consistent information in line with council policies, procedures and statutory requirements.
The role requires you to:
- Handle Council Tax enquiries professionally and efficiently, ensuring each interaction is managed with care, accuracy and respect
- Clearly explain Council Tax bills, charges and account information, using plain language and checking customer understanding
- Discuss and agree payment options, including setting up and maintaining payment arrangements, while balancing customer circumstances with the council’s responsibility to collect revenue
- Manage challenging or sensitive conversations with empathy, professionalism and confidence
- Always follow defined processes, including GDPR and data protection requirements, identity verification, and the secure handling of personal and financial information
All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).
Who are we looking for?
We are looking for people who care about delivering a high-quality service and who can work effectively in a fast-paced customer service environment:
- Care about delivering an excellent service to every internal and external customer
- Communicate clearly and confidently through telephone and written interactions
- Be able to support a diverse customer base with respect and professionalism
Closing date is 13th March 2026; successful candidates will be invited to an assessment and competency-based interview. Assessments will consist of a work-based role play exercise. Interviews will commence on 18th and 19th March 2026
If you aren’t sure or have some questions, we’d be happy to talk to you, call Ninder on 02476 977 388 or June on 024 7697 7472 during office hours for an informal conversation
We will use this interview to assess your English fluency as set out in part 7 of the Immigration Act 2016. We have a duty to ensure our employees have the necessary standard of spoken English in all public sector customer-facing roles.
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.
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:
About Coventry
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.
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
About Coventry
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
Coventry City Council
Attached documents
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
Coventry City Council
Attached documents
- Customer Service Advisor JD (3).pdf
- Coventry City Council Application Process 2.pdf