Resident Experience Manager

Leading a diverse team of Resident Experience Designers and Resident Experience Advisors the role places Coventry's diverse resident population at the heart of everything we do ensuring they have every opportunity to engage with us as we redesign services. The Resident Experience Manager will play a vital part in implementing a resident design focus for all council services with an increased focus on improving our digital offer. You'll oversee informal complaint resolution and work with the Designers on new 'Customer Journey' processes working with a range of colleagues from different backgrounds across the organisation. We have aspirations to completely transform our service offer and with that comes a long list of things to think through including organisational process design which is inclusive, analysis and reporting, the identification of improvement opportunities and most importantly embedding the principles of listening to and valuing our customers at every opportunity.

Are you passionate about delivering excellent customer service to the residents of our city Do you see opportunities where there are challenges and enjoy helping people to solve their problems? Do you get a buzz out of leading people and creating a positive, forward thinking team environment?

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.
About the team we are recruiting to 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., 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

The job description will tell you all about the practical things we're looking for but if you talk to us, we'll say it's about more than that. We are looking for:
• Creative thinkers who are passionate about driving change and who can use their initiative to identify solutions in any circumstance.
• Someone who values the diversity of our residents' people and who understands the changing demographics of our city.
• Flexible people who do what it takes to achieve great outcomes.
• Communicators who know how to work with different audiences to gain buy-in and support.
• Collaborators who recognise the opportunities that can be created by working with different people., 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
For full details on the application process please read the attached document labelled 'Coventry City Council Application Process'. If there is any evidence of a candidate using AI to complete their application, then the application will be rejected unless the candidate can provide a justification which the Council considers to be reasonable.