Job Description

Customer Experience Centre

Customer Advisor - Ref: RT03025

G5: 26,409 - 30,060 per annum (pay award pending)

Hours: 37 hours per week


Term: Permanent

Note: This vacancy is open to Walsall Council Care Leavers Only.

Are you a confident communicator? Good with words and a keen eye for detail? Are you bursting with ideas in supplying solutions for customers? Want to be able to give a great customer experience by putting the customer at the heart of everything you do? If this sounds like you then we want to hear from you. We have an exciting opportunity for a Customer Adviser to join our team, at the Customer Experience Centre (CXC).


CXC is the first point of contact to services that supply support for both our residents and businesses in Walsall, which include Adult Social Care, Building Control, Clean and Green, Council Tax as well as other services.


We offer our residents multiple channels of support including Telephone Calls, Web Messenger (WALIS), Emails.


Successful candidates will


Play a vital role to provide a professional service to our customers which is in line with our customer experience principles - helpful, empowering, accessible, responsive, and transparent. Actively Be involved in promoting positive change across the council, for example shifts to the use of digital channels and will learn to consult with other members of staff where complex issues require help Understand the breadth of the services we provide to our residents and customers is key in acting as our first line of support. Supply resolutions to customers where possible using tact, diplomacy, and empathy to diffuse potentially tense confrontations in a positive and calm manner.
This post is covered by the Government's Code of Practice on the English Language Fluency Duty for public sector workers. The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

View

and Employee Specification

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

Important note:

When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification.

If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them.

Please see our Information for Applicants leaflet for further information.


Closing date for applications:

27

th

August 2025

Interview will be held on the :

5

th

September 2025

If you would like to discuss the opportunity further, please contact:


Kiran Grewal- Lehal - Kiran.lehal@walsall.gov.uk


Ruby Grewal-Sahota - Ruby.Grewal-Sahota@walsall.gov.uk



Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits . Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.



We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

Living in Walsall

Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.

Walsall Council is committed to Safer Recruitment.

To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.

Social Work Matters - Children's Social Worker Recruitment

Some of our children require a special kind of support: yours. Visit our microsite to find out more about joining Walsall Council as a Children's Social Worker.