Customer Services Advisor

WMJobs; Telford; Hybrid; GBP 18,000 - 24,000; Part time

Benefits offered by this job

Hybrid working

Local Government Pension Scheme

Generous leave package

Staff discounts

Parking available

Job summary

Telford & Wrekin Council is recruiting a Customer Services Advisor for its Customer Contact Centre. The role focuses on delivering excellent customer service while helping residents understand and meet Council Tax and Business Rates obligations. Training will be provided for the successful applicant.

The position is a 32 hours per week maternity cover on a 12-month contract. A hybrid working model is available, with flexible options to balance office and home working.

Qualifications

• GCSE-level literacy and numeracy and IT skills.
• Excellent customer service and negotiation skills.
• Experience handling inbound calls and difficult conversations.

Responsibilities

• Ensure delivery of an efficient, customer-focused Revenue service for Council Tax and Business Rates.
• Handle enquiries from billing and recovery via telephone, letter and email; negotiate payment arrangements.

Skills

Customer service

Negotiation

Inquiries handling

Education

GCSE literacy & numeracy

Tools

IT skills

Job description

Telford & Wrekin Council,

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.

What we offer:

• We offer competitive salaries and a fantastic leave package — starting at 24 days, rising to 32 days with service, plus 8 bank holidays and an extra concessionary day to 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.

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.