Overview

Salary: 48474 – 54266

Shift hours: 37

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?  

Then let’s talk…. 

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.  

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.  

If that sounds like you, then what are you waiting for? Please complete an application form, tell us about your previous experience, and where you have used your skills to shine!  

Within our team people from minority ethnic backgrounds are currently under-represented across our management team, as a result we would like to encourage people from minority ethnic backgrounds to apply for this post.  This does not prevent any other applicants with a protected characteristic or a non-protected characteristic from applying.  

The closing date is midnight on the 10th November 2024, we’ll shortlist from there and if you are successful we’ll invite you to meet with us for an assessment during the week commencing 18th & 25th November 2024. There will be some preparation for that, but we’ll talk about it closer to the time.  

If it would be helpful to talk things through in a bit more detail, then give Mandeep Chouhan, Resident Experience Lead, a call on 02476 976196. 

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:

  • 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.

Reference: coventrycc/TP/68618/10334

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