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:

We are recruiting to a Customer Service Advisor position within our Customer Experience Centre.

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. 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

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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

You will also demonstrate:

• 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 - 5.15pm

Friday: 8.45am - 4.45pm

One-hour unpaid lunch break daily

For any queries about this vacancy, please contact Abeed.Alam@walsall.gov.uk

View Job Description and Employee Specification

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice.

Closing date: 19th June 2026.

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

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