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Customer Service Advisor - Solihull Connect Customer Contact Service

Employer
Solihull Metropolitan Borough Council
Location
Bluebell Contact Centre, Chelmsley Wood
Salary
£25,992 - £28,624 per annum
Closing date
7 Feb 2025
Reference
SOL/TP/182/1054
View more categoriesView less categories
Sector
Local Councils
Job Type
Customer service
Contract Type
Permanent
Working Pattern
Standard
Hours
Full-Time

Job Details

Customer Service Advisor – Economy & Infrastructure

Solihull Connect Customer Contact Service

We have exciting opportunities for enthusiastic, passionate and customer focused individuals to join our Connect Customer Contact Service primarily based in Chelmsley Wood, with the possibility of travel to Solihull.

The Connect Customer Services team is at the core of our organisation, it performs a key role in enabling Solihull Council to deliver on its promise to improve lives by delivering great services to the residents of Solihull.

People are at the heart of everything we do and your role as a Customer Service Advisor will be to ensure that every individual you interact with, whether on the phone, face to face, or through a variety of different access channels, enjoys a great customer experience.  In this role you will also be responsible for dealing with cash, card and postal payment transactions.  

We are looking for performance driven people who like variety within their role. 

To be successful in the role you will be:

  • Customer focused with excellent communication skills and a collaborative approach, who has proven experience of providing professional customer service as the norm.
  • A team player who values the people you work with, demonstrating respect and behaving with integrity.
  • Confident with using computer systems and databases, able to type, talk and listen simultaneously, to create accurate records and provide a great customer experience.
  • Organised and methodical
  • Able to work successfully in a process driven and often pressurised target driven environment.
  • Flexible approach to work and able to work on a shift rota at co-locations across Solihull (Monday to Friday)

In return we are offering the opportunity to play a key role in improving services for Solihull residents as well as:

  • A competitive salary.
  • Training, development, and career progression opportunities.
  • Flexible working. Home working maybe an option in the longer term.
  • Generous annual leave entitlements with opportunity to buy up to 10-days additional leave per year
  • Access to our Employee Assistance Programme – a 24 hour independent, free and confidential advice and support service
  • Family and carer friendly policies
  • Access to the Local Government Pension Scheme
  • Employee benefits including staff discounts, cash back savings and other high street offers; subsidised travel passes and Cycle 2 Work Scheme.

Whilst these posts are offered on a full-time basis, applications for part time or job share working would be welcomed as we are recruiting for up to 37 hours a week.

To apply, please click on the link below. 

Closing Date – 7 February 2025

Interviews and assessment will be held week commencing 24 February 2025.

Please note, we are not accepting CVs for this opportunity. 

This post will require a DBS check.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Solihull Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees - a place where we can all be ourselves and succeed on merit. 

Solihull Council has a responsibility for, and is committed to, safeguarding and promoting the welfare of children, young people and adults at risk, and requires all staff and volunteers to share this commitment.

Attached documents
Job Description and Person Specification

Company

We've implemented a new system from Monday 4th March which will improve your candidate experience!  To access your candidate portal for our new system, head to https://solihull.wm-jobs.co.uk/members/ 

About Solihull Metropolitan Borough Council

Solihull

Solihull is regarded as a popular and vibrant place to live in the UK. As one of the most prosperous towns in the Midlands, almost two thirds of our borough is designated as green belt. We have over 1,500 acres of parks across the borough, with 16 Green Flag Awards. Solihull is very well connected, with great transport links such as the M40, M42 and M6 all close by, and an excellent rail network, plus, of course, an international airport. We are home to the award-winning Touchwood Shopping Centre, National Exhibition Centre, Resorts World Birmingham, and the Resorts World Arena.

It is an exciting time for Solihull, although we are a relatively small local authority (c. 6000 employees), we still have ambitious plans including the development of UK Central and HS2.

Here at Solihull Council, we want to ensure that all our citizens have an equal chance to share in Solihull’s success. We do this by putting our customers at the heart of everything we do.

We recognise that our employees are the key factor in achieving our vision and as such, we are always on the lookout for talented individuals, who want to make a real positive difference to people’s lives and can help us to continue building on our success.

The transition to Smarter Working has presented us with the opportunity to re-think how and where we work. With the option to access portable technology, dependent upon the requirements of the role, a lot of our people are not bound to a single workplace or traditional ways of working, with many choosing to spend a good proportion of their week working from home.

tomOur people told us that they value flexibility, and that choice enables them to have a better work-life balance, manage family responsibilities, enhance their personal wellbeing, and continue to deliver excellent outcomes for the residents of Solihull.

Our people are our number one asset, and our aim is to have a healthy, happy engaged and thriving workforce.

Wellbeing is at the heart of our employee offer and we are a bronze accredited West Midlands Combined Authority Thrive at Work employer.  This recognises our commitment and action in support of employee wellbeing.

Unpaid carers carry out a key role within our community and know that this can be challenging when combined with employment.  Our Carer’s Policy, Employee Carers Network and the ongoing support we give to our employees has resulted in us winning Employer of the Year 2022 at the Carer Friendly Awards.

We will offer you:

  • A friendly, supportive and inclusive working environment;
  • Competitive salaries including, for those at the top of their scale, the opportunity to receive a non-consolidated lump sum;
  • A range of flexible working options;
  • Annual leave starting at 25 days and rising to 30 days after 5 years' service in addition to public holidays with an opportunity to purchase up to 10 additional days' holiday per year;
  • A generous flexitime scheme (available for most roles);
  • Access to the Local Government Pension Scheme;
  • A wide range of learning and development opportunities;
  • A range of family friendly policies;
  • Employee benefits including subsidised travel passes, Cycle 2 Work Scheme, confidential Employee Assistance Programme and staff discounts.

Solihull Council is proud to be an Equal Opportunities Employer.  We celebrate diversity and are committed to creating an inclusive environment for all employees – a place where we can all be ourselves and succeed on merit.

As users of the Disability Confident Scheme, we guarantee to interview all disabled applicants who demonstrate they meet the minimum criteria for the vacancy.

Solihull Council has a responsibility for, and is committed to, safeguarding and promoting the welfare of children, young people and adults at risk, and requires all staff and volunteers to share this commitment.

For roles eligible for a Disclosure and Barring Service (DBS) check this will be indicated in the advert and supporting recruitment documents.  Where the post involves working with children, other vulnerable groups or in a position of trust it is exempt from the provisions of the Rehabilitation of Offenders Act 1974.  Further guidance is available at https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/945449/rehabilitation-of-offenders-guidance.pdf

Please note, where sufficient numbers of applications are received, we reserve the right to close a vacancy before the advertised closing date. We therefore advise that you submit your application as soon as possible.

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Company info
Website
Telephone
0121 704 6000
Location
Council House
Manor Square
Solihull
West Midlands
B91 3QB
United Kingdom

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