About this role

Concept Resources are currently recruiting for an experienced and customer-focused Customer Service Advisor to join Solihull Metropolitan Borough Council.

This is an excellent opportunity to work within a busy local authority customer contact centre, providing essential support and advice to residents across a wide range of council services.

The successful candidate will be responsible for handling customer enquiries professionally and efficiently through face-to-face interactions, telephone calls, emails and online communication channels.

Job Details

Job Title

Customer Service Advisor

Client

Solihull Metropolitan Borough Council

Location

Solihull Connect, Ground Floor, West Mall, Chelmsley Wood, Solihull, B37 5TN

Pay Rate

£14.36 per hour PAYE

Contract

Temporary

Hours

37 hours per week

Working Days

Monday to Friday

Working Pattern

4 days, 9:00am – 5:00pm and 1 day, 9:00am – 4:30pm

Working Arrangement

Office Based

DBS Requirement

Basic DBS Check

IR35 Status

Inside IR35

Please note

The role is primarily based at Chelmsley Wood, although occasional travel to other council locations across the borough may be required.

Key Responsibilities

Provide professional and efficient customer service through face-to-face appointments, telephone calls, emails, live chat and written correspondence.

Respond to customer enquiries relating to Council Tax, Benefits, Social Services, Registrars, Environmental Services and other council departments.

Identify customer needs and provide accurate information, advice and guidance.

Resolve enquiries at the first point of contact wherever possible, escalating complex cases when necessary.

Handle difficult conversations, sensitive enquiries and customer complaints professionally.

Maintain accurate and up-to-date customer records using internal IT and case management systems.

Process cash, card and postal payments in accordance with council financial procedures.

Assist with cash reconciliation, end-of-day cashing up and banking administration.

Work collaboratively with colleagues to deliver an efficient and seamless customer service.

Follow council policies, procedures, data protection requirements and relevant legislation.

Participate in training, coaching and development activities to maintain high service standards.

Customer Service Advisor – Solihull – £14.36 per Hour

Key information