Customer Services Advisor Level 2

Overview

Council Tax Team – Our vision is to put residents at the heart of everything we do, delivering compassionate, consistent and high‑quality council tax and housing benefits services. You will be part of a customer service team answering enquiries on Council Tax Support, liability, payment plans and changes to a customer’s circumstances in a contact centre setting.

All candidates must have the Right to Work in the UK. We are not offering sponsorship for this role. The post is exempted under the Rehabilitation of Offenders Act 1974 and requires a satisfactory Disclosure and Barring Service (DBS) check.

• Answer telephone enquiries, written requests and pre‑booked appointments relating to Council Tax support, liability, payment plans and circumstances changes.
• Provide accurate, timely, and compassionate service to all residents.
• Maintain up‑to‑date knowledge of council services and procedures.

• Excellent customer service and communication skills, confident in face‑to‑face, telephone and written communication.
• Problem‑solving and negotiation skills.
• Ability to deal with a diverse customer base and cope with changes in a fast‑paced environment.
• Flexibility to meet the needs of the service.
• Good IT skills.
• Understanding of the range of services provided by the council.
• Compliance with English fluency requirements and UK immigration rules.

The Customer Services department is one of the largest in Coventry City Council and is the first point of contact for residents. The team handles thousands of calls and emails a week and works in a dynamic Customer Service Centre with around 2,500 visitors a week, located in Friargate and other city reception points. The role offers a stepping stone into a long‑term career with the Council.

• 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.

• Members of the Armed Forces and veterans.
• Those currently in care or who have previously been in care.
• Individuals who consider themselves disabled or who have a long‑term health condition.

We welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities to make a real difference to our residents so that equity and respect remain at the heart of everything we do.

Benefits – If you join us, we will provide a fantastic rewards and benefits package. To find out more please visit