Customer Advisor

Walsall Council; Walsall; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Hybrid working

Local Government Pension Scheme

Generous annual leave

Employee wellbeing support

Job summary

Walsall Council is seeking an experienced Senior Customer Advisor to join the Council Tax and Blue Badge Team. You will handle complex enquiries, resolve issues, and act as a first point of escalation while guiding colleagues to deliver high-quality service to residents.

You will provide expert advice on Council Tax and Blue Badge, coach others, and ensure accurate records. The role supports a hybrid working pattern and career progression within the local authority.

Qualifications

• Significant experience in a customer service environment.
• Knowledge of Council Tax administration and Blue Badge processes preferred.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Experience coaching or mentoring colleagues.
• Ability to manage competing priorities in a fast-paced environment.
• Strong attention to detail and commitment to high-quality service.
• Good IT skills and experience using customer management systems.
• Experience in local authority, revenues, benefits, or related environment.
• Ability to interpret and explain policies and legislation.
• Strong organisational and time management skills.

Responsibilities

• Provide expert advice and support on Council Tax and Blue Badge enquiries.
• Handle complex cases, complaints, and customer escalations.
• Support and coach Customer Advisors to develop knowledge and confidence.
• Ensure queries are resolved accurately and in line with legislation, policy, and procedures.
• Assist with quality monitoring and identify areas for service improvement.
• Support induction and training of new team members.
• Maintain accurate records across council systems.
• Collaborate with internal departments and external partners to achieve positive outcomes.

Skills

Customer service

Council Tax

Blue Badge process

Coaching

Communication

Time management

Attention to detail

IT skills

Tools

CRM systems

Job description

We are looking for an experienced and customer-focused Senior Customer Advisor to join our Council Tax and Blue Badge Team. This is an exciting opportunity for an individual who is passionate about delivering excellent customer service while providing support and guidance to colleagues. You will play a key role in handling complex enquiries, resolving customer issues, and acting as a first point of escalation within the team. Working closely with Team Leaders, you will help ensure the efficient delivery of Council Tax and Blue Badge services to residents.

• Provide expert advice and support on Council Tax and Blue Badge enquiries.
• Handle complex cases, complaints, and customer escalations.
• Support and coach Customer Advisors to develop knowledge and confidence.
• Ensure queries are resolved accurately and in line with legislation, policy, and procedures.
• Assist with quality monitoring and identify areas for service improvement.
• Support the induction and training of new team members.
• Maintain accurate records across council systems.
• Work collaboratively with internal departments and external partners to achieve positive customer outcomes.

You will have:

• Significant experience in a customer service environment.
• Knowledge of Council Tax administration and/or Blue Badge processes is preferred
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making abilities.
• Experience supporting, mentoring, or coaching colleagues.
• Ability to manage competing priorities in a fast-paced environment.
• Strong attention to detail and commitment to delivering high-quality customer service.
• Good IT skills and experience of using customer management systems., Essential
• Customer service experience within a local authority, revenues, benefits, or related environment.
• Experience handling complex customer enquiries and complaints.
• Ability to interpret and explain policies, procedures, and legislation.
• Strong organisational and time management skills.

Desirable

• Knowledge of Council Tax legislation.
• Experience administering Blue Badge applications.

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. For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

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.

What We Offer

• A rewarding role making a difference to local residents.
• Opportunities for training and career progression.
• Flexible and hybrid working arrangements where appropriate.
• Local Government Pension Scheme.
• Generous annual leave entitlement.
• Employee wellbeing support and assistance programmes.