Solihull Council is seeking enthusiastic, customer-focused individuals to join our Connect Customer Contact Service. Based at locations across Solihull, this is a fantastic opportunity to be part of a high-performing team that plays a vital role in delivering excellent services to our residents.
Our Connect Customer Services team is central to the Council’s vision to put people at the heart of everything we do through outstanding service delivery. As a Customer Service Advisor, you will be the first point of contact for residents, ensuring every interaction—whether by phone, face‑to‑face, or via digital channels—is handled with professionalism, empathy, and efficiency.
In addition to providing exceptional customer service, you will also be responsible for processing cash, card, and postal payment transactions.
What We’re Looking For
- A strong customer focus and excellent communication skills.
- Proven experience in delivering high‑quality customer service in a fast‑paced contact centre environment.
- A collaborative and respectful approach to teamwork, with integrity at the core of your interactions.
- Digitally confident, able to use systems and databases while engaging with customers.
- Organised and methodical, with strong attention to detail.
- Adaptable and resilient, able to work effectively in a process‑driven, target‑led environment.
- Flexibility to work across multiple locations in Solihull on a shift rota (Monday to Friday).
Why Join Us?
- A competitive salary.
- Training, development, and career progression opportunities.
- Flexible working options; home working may be an option in the longer term.
- Generous annual leave plus the option to buy up to 10 extra days.
- Access to our Employee Assistance Programme – a 24‑hour independent, free and confidential advice and support service.
- Family and carer‑friendly policies.
- Access to the Local Government Pension Scheme.
- Exclusive employee benefits: staff discounts, subsidised travel passes, Cycle 2 Work Scheme.
Additional Information
Hours of work are up to 37 per week, with 30 hours or over requiring a commitment of five days across the working week.
The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required.
This post requires the following Disclosure and Barring check: BPSS/Basic.
Solihull Council has a responsibility for, and a commitment to, safeguarding and promoting the welfare of children, young people and adults at risk and requires all staff and volunteers to share this commitment.
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