Customer Service Advisors provide multi-channel contact centre service delivery for Dudley Council.

We are looking to recruit 4 x full time Customer Services Advisors: 

Terms: Permanent

Hours: 37 hours per week 

Salary: Grade 5 (£20,444 - £22,129)

Location:  Variable - Dudley Borough offices and home working on a rota basis.

As a front line service, shifts and working hours are set according to business need between 08:15 and 17:15 Monday to Friday – non-negotiable, not flexi time. 

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

Customer Services Advisors are multi-skilled, delivering many services in a pressurised and targeted environment. 

No one task is the same. You may be interviewing customers over the telephone, in person or by electronic means, determining eligibility, establishing customer needs, clarifying details and researching issues in order to provide solutions, take payments and raise service requests. 

Tasks include calculating benefit entitlements and making complex payment arrangements - excellent numerical and communication skills are required. The ability and confidence to switch between skills and tasks and respond to regular change is essential.

Strong IT literacy will enable you to operate multiple computer software systems.

Your ability to learn and attention to detail 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 below for the online application form.  For further information please contact Lynsey Guest on 01384 811133 or via email on: lynsey.guest@dudley.gov.uk

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications.

You will also benefit from:

• A generous Local Government Pension
• Agile Working – supporting and promoting a positive work/life balance
  Flexible Working – to include Agile Working (dependant on the needs of the service), Flexible Retirement
• Annual Leave – from 25 days up to 33 days (Plus Bank Holidays and 1 extra Statutory Day) Depending upon Salary and Length of Service
• Learning & Development / Apprenticeships – A varied offering of in-house and external learning interventions and professional development
• Cycle to Work Scheme
• Staff Counselling Service – In-house access for all with a variety of therapeutic approaches to suit the individual needs of each client
• Wellbeing – a range of activities to enhance and support your wellbeing
• Occupational Health – a service to support you to stay well at work, both physically and mentally
• Family Friendly Policies - Maternity, Paternity & Adoption Leave – Enhanced entitlement above national average
• Sick Pay – Enhanced entitlement above national average
• Corporate Gym Membership – across Dudley Borough Leisure Centres

The Recruitment Process:

Applications will be reviewed when received and candidates contacted.

The vacancy will close upon confirmation of successful applicant.

So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application.

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 HR.Resourcing@dudley.gov.uk

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; https://www.wmjobs.co.uk/staticpages/20563/help/

If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

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 http://www.dudley.gov.uk/

Supporting documents
Person Specification
Benefits List
Job Description