Customer Advisor

Customer Experience Centre

Customer Advisor - Ref: RT03025
G5: £26,409 - £30,060 per annum (pay award pending)

Hours: 37 hours per week

Term: Permanent

Note: This vacancy is open to Walsall Council Care Leavers Only.

Are you a confident communicator? Good with words and a keen eye for detail? Are you bursting with ideas in supplying solutions for customers? Want to be able to give a great customer experience by putting the customer at the heart of everything you do? If this sounds like you then we want to hear from you. We have an exciting opportunity for a Customer Adviser to join our team, at the Customer Experience Centre (CXC).

CXC is the first point of contact to services that supply support for both our residents and businesses in Walsall, which include Adult Social Care, Building Control, Clean and Green, Council Tax as well as other services.

We offer our residents multiple channels of support including Telephone Calls, Web Messenger (WALIS), Emails.

Successful candidates will

• Play a vital role to provide a professional service to our customers which is in line with our customer experience principles - helpful, empowering, accessible, responsive, and transparent.
• Actively Be involved in promoting positive change across the council, for example shifts to the use of digital channels and will learn to consult with other members of staff where complex issues require help
• Understand the breadth of the services we provide to our residents and customers is key in acting as our first line of support.
• Supply resolutions to customers where possible using tact, diplomacy, and empathy to diffuse potentially tense confrontations in a positive and calm manner.

This 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 and/or information in accurate spoken English.

View Job Description and Employee Specification

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

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.

Closing date for applications: 27 th August 2025

Interview will be held on the : 5 th September 2025

If you would like to discuss the opportunity further, please contact:

Kiran Grewal- Lehal - [email protected]

Ruby Grewal-Sahota - [email protected]