Customer Services Advisor

Telford and Wrekin Council; Shrewsbury; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Flexible working

Hybrid working model

Staff discounts

Free parking

Wellbeing support

Job summary

Telford & Wrekin Council in Shrewsbury is seeking a Customer Services Advisor to join our Customer Contact Centre, with a target start date of 1 October 2026. The role emphasises high-quality service for residents and support for revenue services.

You will handle enquiries by phone, letter and email, explain Council Tax and business rates obligations, and arrange payments while maintaining excellent customer care. A 32-hour week and full training are provided.

Qualifications

• Excellent customer service and negotiation skills, with experience of handling inbound calls and the ability to manage difficult conversations professionally.
• Knowledge of Council Tax, including billing, discounts, exemptions and debt recovery, would be beneficial.
• Ensure full compliance with GDPR, equalities, H&S and Council procedures.
• GCSE-level literacy, numeracy and IT skills.

Responsibilities

• Deliver an efficient, customer-focused Revenue service, helping residents understand and meet Council Tax and Business Rates obligations.
• Handle enquiries via telephone, letter and email, negotiating payment arrangements while maintaining high service standards.

Skills

Customer service

Negotiation

Telephone handling

GDPR

Education

GCSE-level literacy & numeracy

Tools

MS Office

Job description

The following content displays a map of the jobs location - Telford

We currently have an exciting opportunity available within the Customer Contact Centre for a Customer Services Advisor, with a target start date of 1 October 2026.

We are looking for an experienced Customer Services Advisor who understands and is passionate about the services the Council provides to its residents.

You will be experienced in supporting customers, will show a flair for customer service, have excellent attention to detail and understand the importance of getting it right first time.

This position is for 32 hours per week. Full training will be provided to the successful applicant.

Key Responsibilities:

• You will ensure the delivery of an efficient, effective and customer-focused Revenue service, helping customers to understand and meet their Council Tax and Business Rates obligations, resolving enquiries at the earliest opportunity, and supporting the collection of local taxation income.
• Handle customer enquiries arising from billing and recovery action via telephone, letter and email, including negotiating and agreeing appropriate payment arrangements whilst maintaining a strong focus on customer service.

Requirements:

• Excellent customer service and negotiation skills, with experience of handling inbound calls and the ability to manage difficult conversations professionally.
• Knowledge of Council Tax, including billing, discounts, exemptions, instalment arrangement and debt recovery, would be beneficial.
• Ensure full compliance with GDPR, equalities, H&S and Council procedures.
• GCSE-level literacy, numeracy and IT skills.

A CV template is available if you do not already have a CV.

We believe great services start with great people — and that means building a workforce that reflects our community. At Telford & Wrekin Council, everyone belongs and every voice matters.

What we offer:

• We offercompetitive salariesand a fantastic leave package — starting at24 days, rising to32 dayswith service, plus8 bank holidaysand anextra concessionary dayto enjoy
• Flexible working and career progression
• Staff discounts and salary sacrifice perks
• Free parking and confidential wellbeing support
• A hybrid working model - whether you're in the office or working from home, we support a balance that fits your personal and family commitments.

Find out more information about working at Telford & Wrekin Council, including our full list of benefits.

Roles involving children or vulnerable adults will require a criminal records check. It’s an offence to apply if you’re barred from working with these groups.

Please note: We do not hold a sponsorship licence for visas.