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:

• 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 sensiti...