Customer Services Advisor

TELFORD AND WREKIN COUNCIL; Telford; Hybrid; GBP 23,000 - 29,000; Part time

Benefits offered by this job

Holiday allowance 24-32 days

Flexible working

Staff discounts

Salary sacrifice perks

Free parking

Wellbeing support

Hybrid working model

Job summary

Telford and Wrekin Council is seeking a Customer Services Advisor to join the Customer Contact Centre in Telford. The role focuses on delivering excellent customer service, handling inquiries about Council Tax and other services, and supporting residents with clear information and efficient problem solving.

The 32-hour per week maternity cover contract runs for 12 months, with full training provided and a hybrid working model to support work-life balance.

Qualifications

• Excellent customer service and negotiation skills, with experience of handling inbound calls.
• Knowledge of council services and the ability to guide residents.
• Commitment to GDPR, equalities, H&S and council procedures.

Responsibilities

• Deliver efficient, customer-focused Revenue/Customer Service help, resolving enquiries at first contact.
• Handle enquiries via telephone, letter and email, offering payment arrangements where appropriate.

Skills

Customer service

Negotiation

Inbound calls

Attention to detail

Education

GCSE literacy

GCSE numeracy

IT skills

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, starting as soon as possible.

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.

The position is a 32 hours per week maternity cover working Monday to Friday on a 12 month contract. Full training will be provided to the successful applicant.

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.

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.

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.

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.