Customer Service Advisor

Job title: Customer Service Advisor

Grade/Salary: Band D – From £27,254

Contract Type: Full time, Permanent

Role 1: 37 hrs per week

Role 2: 30 hrs per week – 6 hours per day

Both roles working on a rota basis between 8.00am – 8.00pm Monday to Friday.

Location: Roway Lane, Oldbury

This is an exciting opportunity to join the Corporate Customer Team within the ACE Directorate as a Customer Service Advisor.  The role represents a unique opportunity to join a dedicated, supportive and friendly team delivering a high standard of customer service to the residents of Sandwell.

Job Description

The role is working within our contact centre team dealing with enquiries and providing information and advice regarding a wide range of Council services.

We are looking for someone with excellent customer service and communication skills who is warm, friendly, professional and can also use their initiative. You will need the ability to deal with a diverse range of customers, some of which can be challenging so there is a need for resilience, as well as the ability to cope with change in a fast-paced environment.

Key Requirements:

• Previous experience working in a customer facing or contact centre environment for 12 months
• Ability to work independently and collectively as a good team player
• Exceptional verbal communication skills who can remain calm and professional
• Proficient in using computer systems
• Maintain accurate records of enquiries and resolutions, and update customer information records
• A passion for helping customers and delivering outstanding customer experiences  Strong active listening skills with the ability to empathise
• To be flexible to the needs of the service

If you enjoy talking to and helping people, as well as problem solving, we would love to hear from you.

Previous applicants need not apply.

Why Sandwell Council?

At Sandwell Council, our work has a real impact. We are proud to be a values‑led organisation that supports its employees with excellent benefits, a competitive remuneration package, and a strong focus on development. By joining us, you’ll play a key role in delivering services that make a real and lasting difference to thousands of people across the borough.

To find out more, please visit our careers page: We Are Sandwell – We Are Sandwell

Please submit a CV and supporting statement to Sheona Grey at Sheona_grey@sandwell.gov.uk

Click here to find out more about our One Team Framework: Values and Behaviours

We reserve the right to close this vacancy early should a high number of applications be received. Applicants are therefore strongly encouraged to apply as soon as possible.

If you are an internal candidate and currently at risk, please let the recruiting manager know.

We place equality, diversity and inclusion at the core of who we are and how we lead, where every voice matters. At Sandwell, we recognise and value the richness that comes from diverse lived experiences, perspectives, backgrounds and identities. This diversity makes us a stronger and more effective council.

We welcome applications from all backgrounds and are committed to building a workplace where everyone feels they belong, are treated fairly, and have the opportunity to thrive. Creating an environment where colleagues feel respected, supported and able to contribute fully is central to our culture and the way we work. We are committed to ensuring that all applicants and employees have equitable access to opportunities. Reasonable adjustments are available throughout the recruitment process and within the workplace so that everyone has the support they need to perform at their best and succeed in their role.

If you have any questions relating to equality, diversity, and inclusion, you can contact the EDI Team at EDI_Team@sandwell.gov.uk.

If you wish to apply as Care Leaver or a Disability Confident candidate, please make sure to state this when submitting your CV.

If you have a disability and require assistance in submitting your CV, please contact Sheona_grey@sandwell.gov.uk