Call & E-Contact Advisor

Dudley Council Plus, 259 Castle Street, Dudley DY1 1LQ
£19,312 TO £19,699 pro rata
30 Dec 2021
17 Jan 2022
Job Ref
Job Type
Customer service
Contract Type
Fixed Term Contract
Working Pattern
See advert details

Dudley Council Plus is the council’s corporate contact centre, dealing with thousands of service requests, enquiries, claims and negotiations every day.

Call & E-Contact Advisors provide telephony and digital contact centre services to the public for Dudley Council.  These roles are 100% remote working - applicants can be based in any part of the United Kingdom.

Full time or job share:

  • Full time is 37 hours per week, Monday to Friday, shifts set between 08:15 and 17:15.
  • Part time is 18.5 hours per week, 13:30 to 17:00 Wednesdays and 09:00 to 17:00 Thursday and Friday.

Hours are set to meet business needs and non-negotiable, not flexi time.

These are brand new roles for our contact centre, enabling 100% home working in order to open up recruitment opportunities across the UK and mobilise a team of staff that handle a variety of quick/efficient front line services whilst our office based staff see and deal with wider and more complex issues.

IT kit will be provided and training will be delivered by Microsoft Teams, with ongoing telephone support.

You will need to be an advocate of our customers, carefully listening, questioning and negotiating systems to ascertain information or raise requests, bookings and payments.  You will be confident in handling objections and defusing conflict, whilst completing customer requests and records with speed and accuracy. 

Strong IT literacy will enable you to operate multiple computer software systems, both bespoke and Microsoft Office.

Your ability to learn quickly and be willing to take on constant new challenges will be pivotal with regular service, legislative, policy and procedural updates.

Are you enthusiastic about providing high standards of customer service to our diverse community?  Can you remain calm and work accurately under pressure?  Can you react to change and respond to business needs with keenness and flexibility?  If you have suitable skills, experience and flexibility we welcome your application.

To apply, please click on the link for the online application form.  For further information please contact Sharon Morgan-Poole on 01384 811603 or via email on:

NB: We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications.

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via

If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance;

If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so. The Council’s full Privacy and Disclaimer Statement can be accessed on the website at

Supporting documents
Benefits List
Person Specification
Job Description

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