Customer Services Advisor Level 2

Job Overview

Role: Council Tax Customer Services Advisor (Level 2)
Type: Full‑time Permanent
Location: Friargate – Coventry City Council Customer Service Centre

Responsibilities

• Serve as the first point of contact for residents enquiring about their Council Tax account via the contact centre.




• Explain Council Tax bills, charges and account information using plain language and confirm understanding.




• Set up and maintain payment arrangements, balancing customer circumstances with council revenue responsibilities.




• Handle challenging or sensitive conversations with empathy, professionalism and confidence.




• Follow all processes, including GDPR, data protection, identity verification and secure handling of personal and financial information.




• Accurately use multiple IT systems to update customer records and maintain detailed notes.




• Work within a KPI‑driven environment, managing call volumes while maintaining quality, accuracy and professionalism.




• Demonstrate consistency, attention to detail and accountability for decisions made during customer interactions.

Requirements & Skills

• Experience in a customer service or contact centre environment is desirable.




• Strong communication skills – clear and confident telephone and written interactions.




• Ability to support a diverse customer base with respect and professionalism.




• Remain calm and effective when dealing with complex or challenging situations, including money‑related conversations.




• Work at pace while maintaining accuracy and attention to detail.




• Positive attitude to change and adaptability to evolving service demands.




• Flexibility to meet operational service needs.




• Good IT skills and comfort using multiple systems.




• Right to work in the UK – no sponsorship offered.




• Applicants must pass a satisfactory Disclosure and Barring Service (DBS) check.

Benefits & EEO

We are committed to equality and diversity. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities. The role is exempt from the Rehabilitation of Offenders Act 1974 and offers a guaranteed interview scheme for certain protected groups, including armed forces veterans, care home residents and those with a long‑term health condition or disability.

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