At a Glance
- Tasks: Be the friendly face of Solihull Council, helping residents with their queries and transactions.
- Company: Join Solihull Council, where people are at the heart of everything we do.
- Benefits: Enjoy flexible working, generous leave, and exclusive employee perks.
- Other info: Dynamic team environment with opportunities for career progression.
- Why this job: Make a real difference in your community while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 29540 - 29540 £ per year.
Solihull Council is seeking enthusiastic, customer-focused individuals to join our Connect Customer Contact Service. Based at locations across Solihull, this is a fantastic opportunity to be part of a high-performing team that plays a vital role in delivering excellent services to our residents.
Our Connect Customer Services team is central to the Council’s vision to put people at the heart of everything we do through outstanding service delivery. As a Customer Service Advisor, you will be the first point of contact for residents, ensuring every interaction—whether by phone, face-to-face, or via digital channels—is handled with professionalism, empathy, and efficiency. In addition to providing exceptional customer service, you will also be responsible for processing cash, card, and postal payment transactions.
What We’re Looking For:
- A strong customer focus and excellent communication skills.
- Proven experience in delivering high-quality customer service in a fast-paced contact centre environment.
- A collaborative and respectful approach to teamwork, with integrity at the core of your interactions.
- Digitally confident, able to use systems and databases while engaging with customers.
- Organised and methodical, with strong attention to detail.
- Adaptable and resilient, able to work effectively in a process-driven, target-led environment.
- Flexibility to work across multiple locations in Solihull on a shift rota (Monday to Friday).
Why Join Us?
At Solihull Council, people are at the heart of everything we do. We offer a supportive working environment, opportunities for development, and the chance to make a real difference in the lives of our residents. We also offer you:
- Training, development, and career progression opportunities.
- Flexible working options. Home working may be an option in the longer term.
- Generous annual leave plus the option to buy up to 10 extra days.
- Access to our Employee Assistance Programme – a 24-hour independent, free and confidential advice and support service.
- Family and carer-friendly policies.
- Access to the Local Government Pension Scheme.
- Exclusive employee benefits: staff discounts, subsidised travel passes, Cycle 2 Work Scheme.
Additional Information:
Hours of work are up to 37 per week, with 30 hours or over requiring a commitment of five days across the working week.
Don’t miss out! To apply, please click on the link below and make sure your application is in your own words and reflects your own personal experiences. The closing date for applications is 21st June 2026. However, if we receive a sufficient number of applications, we reserve the right to close this vacancy before this date. We therefore encourage you to submit your application as early as possible to avoid disappointment.
Shortlisted candidates will be invited to our Assessment Day on 27th June 2026 at Solihull Connect Walk-in Centre (within the Bluebell Centre) Chelmsley Wood. You will be required to attend for the full day. Spaces are limited, so please apply early to secure your place.
Please note we do not accept CVs for this role. The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required. This post requires the following Disclosure and Barring check: BPSS/Basic. Solihull Council has a responsibility for, and a commitment to, safeguarding and promoting the welfare of children, young people and adults at risk and requires all staff and volunteers to share this commitment.
Customer Service Advisor - Connect Customer Contact Service employer: Solihull Metropolitan Borough Council
Solihull Council is an excellent employer that prioritises its employees' growth and well-being, offering a supportive work environment and numerous development opportunities. With flexible working options, generous annual leave, and exclusive employee benefits, you will be part of a dedicated team making a meaningful impact in the Solihull community. Join us to thrive in a dynamic role where your contributions truly matter.
Contact Details:
Solihull Metropolitan Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor - Connect Customer Contact Service
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Solihull Metropolitan Borough Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Solihull Metropolitan Borough Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor - Connect Customer Contact Service
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Solihull Metropolitan Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Solihull Metropolitan Borough Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Solihull Metropolitan Borough Council!
How to prepare for a job interview at Solihull Metropolitan Borough Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
