Customer Service Advisor

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.,

• 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.
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
  
  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., 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.
  
  Monday to Thursday: 8.45am - 5.15pm
Friday: 8.45am - 4.45pm One-hour unpaid lunch break daily