Customer Service Advisors

Customer Experience Centre

Customer Service Advisors - Ref: EE04326

Salary: £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 focused 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. This approach not only addresses immediate queries but also helps prevent future issues, fostering independence and promoting positive outcomes for all residents.

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.

Experience in one or more of the following areas is desirable:

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

Other desirable attributes:

• 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: 8:45 AM - 5:15 PM

Friday: 8:45 AM - 4:45 PM

One hour unpaid lunch break daily

Closing date: 19th June 2026.

Interviews will be held on 29th and 30th June.

We reserve the right to close this advert early if sufficient applications are received.