Walsall Council, Customer Experience Centre
Customer Service Advisors – Ref: EE04326
G5: £28,598 – £31,022 per annum
Contract Type: Full Time
Location: Civic Centre, Walsall
Hours: 37 hours per week
Term: Permanent
About Us
Walsall Council is committed to delivering high-quality services to our residents. Our Customer Experience Centre plays a vital role as the first point of contact for a wide range of council services.
About the Role
This is a frontline customer service role where you will support residents by providing advice, guidance, and signposting via multiple access channels. You will act as a first point of contact for housing-related enquiries, resolving issues wherever possible and delivering a professional, efficient, and consistent customer‑focused service.
Our prevention‑focussed and strength‑based approach is central to the way we deliver services within the Customer Experience Centre. By identifying individuals’ needs early and signposting them to the most appropriate support, we aim to empower customers to make informed decisions and build resilience within the community.
Key Responsibilities
- Deliver high‑quality customer service across multiple access channels
- Resolve customer enquiries at the first point of contact wherever possible
- Accurately record customer interactions using council systems
- Signpost customers to appropriate services where required
- Work collaboratively as part of a team to meet service demands
About You
You will have experience in a customer‑facing environment and be confident dealing with a wide range of enquiries.
Desirable Experience
- Working in a fast‑paced, high volume contact centre
- Housing, homelessness or related advisory services
- Working with vulnerable customers or individuals in crisis
Key Skills
- Strong communication skills (verbal and written)
- Ability to manage a varied workload in a fast‑paced environment
- Confidence using digital systems
- A flexible and positive approach to team working
Hours
Monday to Thursday: 8.45am – 5.15pmFriday: 8.45am – 4.45pmOne‑hour unpaid lunch break daily
Benefits
Walsall Council offers a comprehensive benefits package including pension contributions, employee discounts, training and development opportunities, and flexible working arrangements.
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