Customer Contact Advisor - Revenues & Benefits

Sandwell Metropolitan Borough Council; Oldbury; On-site; GBP 28,000 - 32,000; Full time

Job summary

Sandwell Metropolitan Borough Council is seeking a Customer Services Advisor within the Revenues and Benefits Service in Oldbury. The role handles enquiries across multiple channels, delivering excellent service and accurate guidance on claims, discounts, exemptions and payment arrangements.

You will use various systems to process information, maintain records and contribute to performance targets while joining a busy team of customer-focused colleagues.

Qualifications

• Minimum 4 GCSEs at grade C/4 or above including English Language and Mathematics.
• Evidence of qualifications will be required during the recruitment process.

Responsibilities

• Be the first point of contact for customers across channels (phone, face-to-face, email, written).
• Deliver accurate information, advice and support to resolve enquiries efficiently.
• Assist customers with Revenues and Benefits enquiries, including claims, discounts, exemptions and payments.
• Use computer systems to process information and maintain records while targeting service standards.

Skills

Customer service

Communication

Numeracy

MS Office

Education

GCSEs incl English & Maths

Tools

Word & Excel

Job description

Job Title: Customer Services Advisor - Revenues & Benefits

Salary: Band D, SCP 9-17 (£28,153 - £32,046 per annum)
Hours: 37 Hours, Monday to Friday
Contract Type: Permanent
Location: Sandwell Council House, Freeth St, Oldbury B69 3DE

An exciting opportunity has arisen for a Customer Services Advisor within our Revenues and Benefits Service.

We are looking for enthusiastic, customer-focused individuals to join our busy customer contact team. You will be the first point of contact for customers, dealing with enquiries through a variety of channels including telephone, face-to-face, email and written correspondence. The role is focused on delivering excellent customer service, resolving enquiries efficiently and ensuring customers receive accurate information, advice and support.

As part of the team, you will assist customers with a range of Revenues and Benefits enquiries, including claims, discounts, exemptions and payment arrangements. You will use a variety of computer systems to process information, maintain records and contribute to the achievement of service performance standards.

About You

We are looking for candidates who:

• Have experience of working in a customer-focused environment.
• Have excellent verbal and written communication skills.
• Demonstrate strong literacy and numeracy skills. Can provide high levels of customer care whilst working to targets and deadlines.
• Are confident using Microsoft Office applications, including Word and Excel.
• Can accurately record customer interactions whilst communicating with customers.
• Work effectively both independently and as part of a team.
• Are willing to undertake a full training programme and embrace continuous learning and development.

Qualifications

You must hold:

A minimum of 4 GCSEs at Grade C/Level 4 or above (or equivalent), including English Language and Mathematics. Evidence of qualifications will be required during the recruitment process.

Why Sandwell Council?

At Sandwell Council, our work has a real impact. We are proud to be a values-led organisation that supports its employees with excellent benefits, a competitive remuneration package and a strong focus on learning and development. By joining us, you'll play a key role in helping residents access the housing services and support they need whilst contributing to thriving communities across the borough.

If you are an internal candidate and currently at risk, please let the recruiting manager know.

We place equality, diversity and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds and identities. This diversity makes us a stronger and more effective council.

We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported and able to contribute fully is central to our culture and the way we work.