Customer Service Advisor – Dudley Metropolitan Borough Council
Customer Services Advisors provide contact centre service delivery and comprehensive information and guidance on council services.
Location
Variable locations around the Dudley Borough, covering different sites.
Hours & Salary
Full‑time, 37 hrs per week. Shifts set according to business need from Monday to Friday; core hours are 08:30 to 17:15.
Salary: Grade 5 – £26,403.00 – £28,142.00.
Responsibilities
- Interview customers over the telephone, in person or electronically; determine eligibility and establish customer needs.
- Clarify details and research issues to provide accurate solutions.
- Calculate benefit entitlements and make complex payment arrangements.
- Take payments and raise service requests.
- Operate multiple computer systems with strong IT literacy.
- Learn and keep up to date with regular service, legislative, policy and procedural updates.
- Adapt to change and respond quickly to business needs.
Qualifications & Skills
- Excellent numerical and communication skills.
- Confidence and ability to switch between tasks and skill sets.
- Strong IT literacy and ability to operate multi‑system environments.
- Calm, accurate, and capable of working under pressure.
- Enthusiastic about providing high standards of customer service to a diverse community.
- Flexibility and willingness to learn.
Diversity & Equality
Dudley MBC is committed to diversity and inclusion and will anonymise personal data during the application process. All applicants must be able to provide documentation proving their right to work in the UK.
We do not currently offer sponsorship for candidates without the Right to Work in the UK.
Workplace Attendance
Working in the office 3+ days a week (pro‑rata) or onsite full time.
Application
To apply, click on the online application link. For further information, contact Liam Massey or Emma Skitt via email at liam.massey@dudley.gov.uk or emma.skitt@dudley.gov.uk.
If you require support completing an online or paper application or interview techniques, contact Dudley Adult and Community Learning at 01384 818 143 or acl@dudley.gov.uk.
If you have a disability and require assistance in making an application, contact the HR Resourcing Team at HR.Resourcing@dudley.gov.uk.
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