Resident Services Assurance & Improvement Officer

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.

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: 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.

What is the job role? Resident Services Assurance & Improvement Officer 1 Full Time Fixed Term Contract for 12 months Are you ready to make a real impact? Do you enjoy turning complex information into meaningful insights? Are you highly organised, analytical, and confident working with data? Can you build strong relationships, manage competing priorities, and deliver results in a fast paced environment?

If so, we'd love to hear from you. About the Role We're looking for an enthusiastic and motivated Resident Services Assurance & Improvement Officer to join our team. This is an exciting opportunity to play a key role in supporting the delivery and continuous improvement of our Resident Services function, helping us achieve our organisational vision and deliver excellent outcomes for residents.

No two days are the same. You'll work across a broad range of activities, from developing and monitoring performance measures linked to strategic priorities, to supporting project and programme governance, business improvement initiatives, compliance activities, and organisational reporting. You will work closely with colleagues across the organisation, using data, insight and effective communication to support decision making, drive improvements and ensure high standards of performance and accountability.

What You'll Be Doing In this varied and rewarding role, you will: Analyse and interpret data, identifying trends, risks and opportunities for improvement. Produce clear, concise reports and performance information for meetings, presentations and a range of audiences. Support the development and maintenance of project and programme governance arrangements. Coordinate performance manageme