Customer Service Advisor

WMJobs; Dudley; On-site; GBP 26,403 - 28,142; Full time

Job summary

A local government authority in Dudley is seeking a Customer Service Advisor to deliver contact centre services, providing information and guidance on council services. Ideal candidates should have excellent numerical and communication skills, along with strong IT literacy. This full-time role requires flexibility and a commitment to high standards of customer service. Responsibilities include interviewing customers, solving issues, and adapting to changing needs. The competitive salary ranges from £26,403 to £28,142.

Qualifications

• Ability to operate multi-system environments with strong IT literacy.
• Enthusiasm for providing high standards of customer service to a diverse community.

Responsibilities

• Interview customers to determine eligibility and establish needs.
• Clarify details and research issues to provide accurate solutions.
• Calculate benefit entitlements and make complex payment arrangements.
• Take payments and raise service requests.
• Learn and keep up to date with legislation and policies.
• Adapt to change and respond to business needs.

Skills

Excellent numerical and communication skills

Confidence and ability to switch between tasks

Strong IT literacy

Calm and accurate under pressure

Enthusiastic about customer service

Flexibility and willingness to learn

Job description

Customer Service Advisor – Dudley Metropolitan Borough Council

Customer Services Advisors provide contact centre service delivery and comprehensive information and guidance on council services.

Location

Variable locations around the Dudley Borough, covering different sites.

Hours & Salary

Full‑time, 37 hrs per week. Shifts set according to business need from Monday to Friday; core hours are 08:30 to 17:15.

Salary: Grade 5 – £26,403.00 – £28,142.00.

Responsibilities

• Interview customers over the telephone, in person or electronically; determine eligibility and establish customer needs.
• Clarify details and research issues to provide accurate solutions.
• Calculate benefit entitlements and make complex payment arrangements.
• Take payments and raise service requests.
• Operate multiple computer systems with strong IT literacy.
• Learn and keep up to date with regular service, legislative, policy and procedural updates.
• Adapt to change and respond quickly to business needs.

Qualifications & Skills

• Excellent numerical and communication skills.
• Confidence and ability to switch between tasks and skill sets.
• Strong IT literacy and ability to operate multi‑system environments.
• Calm, accurate, and capable of working under pressure.
• Enthusiastic about providing high standards of customer service to a diverse community.
• Flexibility and willingness to learn.

Diversity & Equality

Dudley MBC is committed to diversity and inclusion and will anonymise personal data during the application process. All applicants must be able to provide documentation proving their right to work in the UK.

We do not currently offer sponsorship for candidates without the Right to Work in the UK.

Workplace Attendance

Working in the office 3+ days a week (pro‑rata) or onsite full time.

Application

To apply, click on the online application link. For further information, contact Liam Massey or Emma Skitt via email at [e-mail] or [e-mail].

If you require support completing an online or paper application or interview techniques, contact Dudley Adult and Community Learning at 01384 818 143 or [e-mail].

If you have a disability and require assistance in making an application, contact the HR Resourcing Team at [e-mail].