Senior Customer Advisor – Ref: EE01726

Senior Customer Advisor – Building Control Specialist

Customer Experience Centre

Salary: G7: £35,412 – £38,220 per annum.

Hours: 37 hours per week

Term: Permanent

The Senior Customer Advisor will act as the first point of contact for customers, enabling effective resolution of requests, including complex and complaint cases that require escalation. They will support team leaders on operational issues, digital channel shift, and continuous improvement to facilitate working within the Customer Experience Centre.

Key responsibilities include:

• Managing customer enquiries and coordinating resolution for more complex requests.
• Assisting leaders with operational challenges, digital service conversion, and process improvements.
• Supporting the council’s digital shift initiatives and ensuring compliance with accessibility regulations.

The role requires participation in the out‑of‑hours provision on a rota basis.

Requirements and qualifications:

• CIOB Level 3 Certificate in Technical Support for Public Service Building Standards (or equivalent experience).
• Baseline Personnel Security Standard (BPSS) check – identity, immigration status, employment history and criminal record verification.
• Fluent spoken English as required by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.

Contact for an informal discussion: Kiran Grewal-Lehal – Kiran.Lehal@walsall.gov.uk

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