Ombudsman Liaison Officer
| Dyddiad hysbysebu: | 13 Chwefror 2026 |
|---|---|
| Cyflog: | £28,598 i £34,434 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | Competitive |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 20 Chwefror 2026 |
| Lleoliad: | One Friargate, Station Square, Coventry, CV1 1GN |
| Cwmni: | Coventry City Council |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | coventrycc/TP/122281/12256 |
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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 ValuesIn 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.
Customer Services Ombudsman Liaison Officer – Permanent Full Time
When a person has been through all stages of the Council’s complaints procedure and remains unhappy, they may ask the Local Government and Social Care Ombudsman to review their complaint. The Local Government and Social Care Ombudsman looks at individual complaints about councils and some other organisations providing local public services.
This secondment is an opportunity to join the Service Recovery Team, who manage the coordination and replies for formal complaints across the Council. The Ombudsman Liaison Officer is the Council’s single point of contact for all queries, complaints and representations where the Ombudsman is involved. Every Local Authority is expected to have an Ombudsman Liaison Officer.
As a member of the Service Recovery Team you will need excellent customer, organisation and communication skills, both spoken and written, and be able to guide a diverse range of customers (internal and external) throughout the complaint journey. You will also need to build a professional and positive working relationship with elected members, senior managers and the Ombudsman.
You will need analytical skills to summarise data and statistics and will be responsible for contributing to and preparing reports for Cabinet Members, Management boards and committees. You will also be expected to attend the Ombudsman’s annual Link Officer seminar to share best practices, understand policy changes and communicate these with the Council.
Good teamwork is crucial for success in this role, while maintaining confidentiality is similarly key. Some complaints may also be upsetting so a good level of resilience is important.
Closing date is 20th February 2026, with interviews and presentations taking place on 6th March 2026. Assessments will consist of a competency-based interview and a Power Point presentation to be shared in advance and talked through at interview. Please note you will need Excel and PowerPoint to complete the technical exercise
All candidates must have the Right to Work in the UK. We are currently not offering sponsorship for this role.
Who are we looking for?- Care about delivering an excellent service to every internal and external customer
- Excellent communication skills, confident in face to face, telephone and written activity
- Ability to support a diverse customer base
- Ability to deliver in a fast-paced environment
- Ability to respond to change positively
- To Be Flexible to the needs of the service
- Good IT skills
- An understanding of the range of services provided by the council.
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.
Interview date(s):
About Coventry
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
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