Customer Services Advisor

Telford & Wrekin; Telford; Hybrid; GBP 18,000 - 24,000; Part time

Benefits offered by this job

Local Government Pension Scheme

Hybrid working

Training provided

Free parking

Job summary

Telford & Wrekin Council is seeking a Customer Services Advisor for a 32-hour per week maternity cover on a 12-month contract. You will support residents, handle enquiries and contribute to accurate billing and revenue collection.

The role requires excellent customer service, attention to detail and knowledge of Council Tax processes. Training is provided and hybrid working is available.

Qualifications

• Strong customer service and negotiation skills.
• Experience handling inbound calls and difficult conversations.
• Knowledge of Council Tax, billing, exemptions and debt recovery would help.
• Compliance with GDPR, equality, health & safety and council procedures.

Responsibilities

• Deliver efficient Revenue service for Council Tax and Business Rates enquiries.
• Support customers via phone, letter and email and arrange appropriate payment plans.

Skills

Customer service

Negotiation

Attention to detail

Handling enquiries

Education

GCSE literacy and numeracy

Tools

IT skills

Job description

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.

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.

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
• Local Government Pension Scheme
• 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.

Attached documents

Job Description and Person Specification