Overview
The CXC is the first line of contact to numerous Council Services that supply support for residents and businesses in Walsall. The post holder will promote positive change across the council, including shifts to digital channels and helping the council achieve/maintain accessibility compliance. The main purpose of the role is to lead and oversee an operational team of customer advisers, ensuring they deliver a high level of customer experience while promoting a positive working culture and championing new ways of working.
Responsibilities
- Lead and oversee an operational team of customer advisers, ensuring they deliver a high level of customer experience while promoting a positive working culture and championing new ways of working.
- Find and develop opportunities for continuous improvement and the use of digital channels for customer access and management.
- Lead change in procedure and policy based on issues encountered.
- Work innovatively to resolve issues that have been escalated by either the Customer Adviser or Senior Customer Adviser.
- Demonstrate organisational values and behaviours and encourage this in other team members, representing the council appropriately in a customer-facing position.
- Unlock talent and maximise potential by spotting positive attributes in staff and encouraging further development.
- Lead on team performance, supplying procedural updates where appropriate to ensure a better service.
- Record metrics to provide visibility on performance.
- Lead on managing resources to ensure value for money on all council spend within our control.
- Support out-of-hours provision on a rota basis as part of the role; Council Tax experience is essential.
Qualifications & Requirements
- Council Tax experience is essential.
- The post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice/information in accurate spoken English.
- For this role, the successful candidate must undergo a Baseline Personnel Security Standard (BPSS) check (Identity, National/Immigration Status, Employment History (last 3 years), and Verification of Criminal Record (unspent convictions only)).
Notes: At Walsall Council, we believe people are at the heart of everything we do. We strive to listen and respond to customers and colleagues to deliver our vision. All content reflects the job responsibilities and required qualifications as described above.
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