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Concept Resources; Coleshill Heath; On-site; GBP 16,000 - 23,000; Full time

Job summary

Concept Resources are recruiting an experienced Customer Service Advisor to join Solihull Metropolitan Borough Council in a busy contact centre.

You will handle enquiries via face-to-face, telephone, email and online chat, providing accurate information on council services and processing payments while maintaining records.

This temporary, office-based position requires a professional, communicative approach and the ability to resolve issues at first contact where possible.

Qualifications

• Experience providing customer service in a busy environment.
• Proven ability to communicate clearly with residents across channels.
• Multichannel handling including face-to-face, telephone, email and online chats.

Responsibilities

• Provide professional customer service through face-to-face appointments, telephone, email, live chat and written correspondence.
• Respond to enquiries relating to council services and direct to appropriate departments.
• Identify customer needs and provide accurate information, guidance and resolution at first contact where possible.
• Handle difficult conversations and complaints in a courteous and professional manner.
• Maintain accurate customer records using internal systems and processes.
• Process payments (cash, card, postal) in line with financial procedures and assist with end-of-day banking.

Skills

Customer service

Communication

Multichannel support

Job description

Customer Service Advisor – Solihull – £14.36 per Hour

Concept Resources are currently recruiting for an experienced and customer-focused Customer Service Advisor to join Solihull Metropolitan Borough Council.

This is an excellent opportunity to work within a busy local authority customer contact centre, providing essential support and advice to residents across a wide range of council services.

The successful candidate will be responsible for handling customer enquiries professionally and efficiently through face-to-face interactions, telephone calls, emails and online communication channels.

Job Title: Customer Service Advisor

Client: Solihull Metropolitan Borough Council

Pay Rate: £14.36 per hour PAYE

Contract: Temporary

Hours: 37 hours per week

Working Days: Monday to Friday

Working Pattern: 4 days, 9:00am – 5:00pm and 1 day, 9:00am – 4:30pm

Working Arrangement: Office Based

DBS Requirement: Basic DBS Check

IR35 Status: Inside IR35

Please note: The role is primarily based at Chelmsley Wood, although occasional travel to other council locations across the borough may be required.

Key Responsibilities

Provide professional and efficient customer service through face-to-face appointments, telephone calls, emails, live chat and written correspondence.

Respond to customer enquiries relating to Council Tax, Benefits, Social Services, Registrars, Environmental Services and other council departments.

Identify customer needs and provide accurate information, advice and guidance.

Resolve enquiries at the first point of contact wherever possible, escalating complex cases when necessary.

Handle difficult conversations, sensitive enquiries and customer complaints professionally.

Maintain accurate and up-to-date customer records using internal IT and case management systems.

Process cash, card and postal payments in accordance with council financial procedures.

Assist with cash reconciliation, end-of-day cashing up and banking administration.

Work collaboratively with colleagues to deliver an efficient and seamless customer service.

Follow council policies, procedures, data protection requirements and relevant legislation.

Participate in training, coaching and development activities to maintain high service standards.