Customer Services Advisor

Sandwell Metropolitan Borough Council; Oldbury; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Learning and development opportunities

Competitive remuneration package

Benefits package

Job summary

Sandwell Metropolitan Borough Council is seeking a Customer Services Advisor to join the Revenues and Benefits Service. You will be the first point of contact for residents, handling enquiries via phone, face-to-face, email and written correspondence.

The role focuses on delivering high-quality service, resolving enquiries efficiently, and guiding customers on claims, discounts, exemptions and payment arrangements.

Qualifications

• Experience in a customer-focused environment.
• Excellent verbal and written communication skills.
• Strong literacy and numeracy skills with customer care under targets and deadlines.
• Proficient in Microsoft Office (Word and Excel).
• Ability to record customer interactions accurately.
• Ability to work both independently and as part of a team.
• Willing to undertake a full training programme and continuous development.

Responsibilities

• Be the first point of contact for customers, dealing with enquiries through telephone, face-to-face, email and written correspondence.
• Deliver excellent customer service, resolving enquiries efficiently and ensuring customers receive accurate information, advice and support.
• Assist customers with Revenues and Benefits enquiries, including claims, discounts, exemptions and payment arrangements.
• Use a variety of computer systems to process information, maintain records and contribute to the achievement of service performance standards.
• Record customer interactions accurately while communicating with customers.
• Work effectively both independently and as part of a team.
• Be willing to undertake a full training programme and embrace continuous learning and development.

Skills

Customer-focused environment

Verbal and written communication

Literacy and numeracy skills

Microsoft Word and Excel

Record interactions accurately

Works independently and as part of a 팀

Willing to undertake training

Education

4 GCSEs incl English & Maths

Tools

Microsoft Office (Word & Excel)

Job description

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. 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.

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.