PLEASE NOTE:
THIS IS A 6 MONTH INTERNAL SECONDMENT OPPORTUNITY OPEN TO EXISTING WALSALL COUNCIL EMPLOYEES ONLY.

Senior Customer Advisor (CXC – Money, Home, Job) - Ref  CH03621
G7: £27,041 - £31,346 per annum.      

We have an exciting opportunity for a Senior Customer Advisor to join our friendly and dedicated Customer Experience Centre team.

We are seeking a Senior Customer Advisor to be first point of contact for customers enabling effective resolution of customer requests, particularly more complex requests, complaints or other types of difficult contact requiring escalation. Whilst working alongside customer advisers to ensure effective knowledge transfer and solution development, you will also be ensuring that escalated issues are either routed to the correct service area or are actioned properly within the team.

Supporting the Customer Experience Centre management team and reporting to the team leader, you will be additionally supporting operational issues, digital channel shift and continuous Improvement to enable effective working within the Customer Experience Centre.

Day to day responsibilities will include identifying opportunities for service improvement, review internal service processes optimising service delivery, assist in planning and resource utilisation to ensure performance targets and key performance indicators are met.

Together with excellent IT and communication skills, you should also have GCSE (or equivalent) at Grade C or above in English and Maths.

Closing date for applicants: 15th September 2021

View job description and employee specification 

View Information for Applicants 

Internal applicants should note that before applying for a secondment opportunity they should seek the support of their line manager in the first instance. 

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.

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).