Overview
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.
Responsibilities
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. Additionally, you will process cash, card, and postal payment transactions.
Qualifications
- 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).
Benefits
- 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.
Working Hours
Hours of work are up to 37 per week, with 30 hours or over requiring a commitment of five days across the working week.
Additional Requirements
- Fluency Duty: Required.
- Disclosure and Barring check: BPSS/Basic.
EEO Statement
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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