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Customer Service Advisor

Sandwell Metropolitan Borough Council
Independent Living Centre, 100 Oldbury Road, Smethwick, B66 1JE
Band D, SCP 9-17 (£25,119 - £28,770 per annum)
Closing date
3 Apr 2024

Job Details

An opportunity has arisen for a Customer Service Advisor to join the Adult Social Care Enquiry Team on a permanent basis.

This role is for 37 hours per week and the service operates 9am to 5.30pm Monday to Thursday and 9am to 5pm on Fridays. The Enquiry service operates a hybrid working approach.

You will need to be self-motivated, organised with effective communication skills both written and verbally. As part of your role you will be delivering an enhanced customer experience to people accessing Adult Social Care, that promotes wellbeing to local people in their local communities. The ideal candidate will have experience of working within a busy Contact Centre environment and will need to:

  • deal with incoming calls and process requests for services from all customer enquiries across multiple channels,
  • be an active listener, with clear communication skills,
  • have excellent IT skills as the role requires the use of numerous systems and applications
  • be able to offer a service focused on customer experience and care


  • You must have GSCE English and Maths or an equivalent qualification

You will also be required to undertake an enhanced Disclosure and Barring Check.

For further information on duties and responsibilities required please refer to the Job Description and Personnel Specification. If you would like to discuss the opportunity, please contact Victoria Croke on

Please download an application form below and return to

Kindly note we are not presently accepting CVs.


37 hours per week

The council operates hybrid working. This involves working from an agreed workplace location in the borough for at least two days a week.

We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications. Therefore, you are strongly advised to complete and return your application as soon as possible. When completing your application please refer to the supporting documents attached.

If you have a disability and require assistance in making an application, or have experienced a problem whilst applying for a position, please contact the Resourcing Team on 0121 569 3300 or via e-mail to:

For more information about working for Sandwell Council, our recruitment process and our offer to you please visit

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

Supporting documents
Information for applicants
Job Description
Personnel Specification
Application form


Who are we?

Sandwell is situated at the very heart of the West Midlands, just a stone’s throw from Birmingham. A large, diverse, metropolitan borough, Sandwell offers exciting opportunities for all in a friendly, supportive environment.

Why work for us?

  • Generous annual leave entitlements
  • Access to the Local Government Pension Scheme
  • Access to an award-winning employee benefits scheme, which includes:
  • An exclusive retail discounts portal
  • Salary sacrifice schemes for cars, bikes, technology and car parking
  • An employee assistance and counselling service
  • Annual leave purchase scheme
  • A wide variety of learning and development opportunities
  • Flexi-time working
  • A variety of leave schemes including carers, compassionate, maternity and paternity
  • Volunteering scheme

Your career at Sandwell Council

We offer something for everyone, with an incredibly wide range of career opportunities, at any stage of your career, from apprentices to senior managers.

Whether your focus is a support service, such as Finance, Human Resources, Legal or ICT, or a frontline service, such as Social Care, Planning & Regeneration, Housing or Leisure, it’s worth looking at what Sandwell has to offer.

Our plans for the future

Our Vision 2030 shows just how committed we are to creating the best future possible for our communities and for the people who live and work in Sandwell. 

We’re a progressive organisation, and we’re proud of what we’ve achieved so far, but we know there’s much more to do to make our vision. For more information on our plans for the future see our dedicated vision 2030 page;

For more information about working for Sandwell Council, our recruitment process and our offer to you please visit;

For information on our Values and Behaviours, please visit:

To view a copy of the Local Government Career Guide, please visit;

Company info
0121 569 3300
Sandwell Metropolitan Borough Council
Sandwell Council House
Freeth Street
West Midlands
B69 3BS
United Kingdom

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