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Job Description
Customer Experience Centre
Senior Customer Advisor - Ref: RT10424
G7: £32,654 - £37,035 per annum.
Hours: 37 hours per week
Term: Permanent
At Walsall Council, we believe that people are at the heart of everything we do. In our work, the way we listen and respond to our customers and colleagues will decide the way we grow and bring the Council's vision to life.
To succeed, we must push the boundaries of customer service and added value - outstanding is the new standard and the new routine.
We now have an exciting opportunity for a Senior Customer Advisor to join our team at the Customer Experience Centre (CXC).
The Senior Customer Advisor:
* Will act as a first point of contact for customers enabling effective resolution of customer requests, particularly more complex requests, complaints or other types of difficult contact requiring escalation.
* Support team leaders on operational issues, digital channel shift and continuous improvement to enable effective working within the Customer Experience Centre.
The CXC is the first line of contact to numerous Council Services that supply support for both our residents and businesses in Walsall and is actively involved in promoting positive change across the council, for example shifts to the use of digital channels and to assist Walsall Council to achieve/maintain compliance with accessibility regulations.
Please note there is a requirement to support with our out of hours provision on a rota basis as a part of this role.
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.
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.
Closing date for applications: 24th March 2025.
Interviews will be held week commencing 31st March 2025.
About Us
Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first-class pension scheme and plenty of opportunities for training and personal development.
We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.
Living in Walsall
Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.
Walsall Council is committed to Safer Recruitment.
To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.
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