Customer Service Advisors

Walsall Council, Customer Experience Centre

Customer Service Advisors -

G5: £28,598 - £31,022 per annum

Contract Type:
Full Time

Location:

Civic Centre, Walsall

Hours:

37 hours per week

Term:
Permanent

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.

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.

• 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

You will have experience in a customer‑facing environment and be confident dealing with a wide range of enquiries.

• Working in a fast‑paced, high volume contact centre
• Housing, homelessness or related advisory services
• Working with vulnerable customers or individuals in crisis

• 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

Monday to Thursday: 8.45am – 5.15pm
Friday: 8.45am – 4.45pm
One‑hour unpaid lunch break daily

Walsall Council offers a comprehensive benefits package including pension contributions, employee discounts, training and development opportunities, and flexible working arrangements.