Customer Advisor

CXC is the first point of contact for services that support our residents and businesses in Walsall, including Adult Social Care, Building Control, Clean and Green, and Council Tax. We offer multiple channels of support, such as telephone calls, Web Messenger (WALIS), and emails.

Successful candidates will:

1. Provide a professional service to our customers in line with our customer experience principles—helpful, empowering, accessible, responsive, and transparent.
2. Actively promote positive change across the council, including shifts to digital channels, and consult with colleagues on complex issues.
3. Understand the wide range of services we provide to effectively support our residents and customers.
4. Resolve customer issues using tact, diplomacy, and empathy to diffuse tense situations positively and calmly.

Are you a confident communicator with a good command of words and a keen eye for detail? Do you have ideas for improving customer solutions? Do you want to deliver excellent customer experiences by putting the customer at the heart of everything you do? If so, 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). This role requires communication in English, in line with the Government\’s Code of Practice on the English Language Fluency Duty for public sector workers. The successful candidate will undergo a Baseline Personnel Security Standard (BPSS) check, which includes identity verification, immigration status, employment history, and criminal record check (unspent convictions only).

Walsall offers a range of attractive benefits, including flexible working arrangements, generous holiday entitlement, a first-class pension scheme, and opportunities for training and personal development.

Walsall Council is committed to diversity and inclusion, creating an environment where everyone feels valued and respected. We encourage applications from diverse backgrounds and promote equality and accessibility in our services and opportunities.

Living in Walsall, part of the Black Country, offers a vibrant community with a rich industrial history and modern development. The borough includes the main town of Walsall and five smaller districts: Bloxwich, Aldridge, Willenhall, Darlaston, and Brownhills, along with numerous villages. Learn more about living in Walsall.

Walsall Council is dedicated to Safer Recruitment, ensuring continuous improvement of our recruitment processes to promote safeguarding.