Customer Services Advisor

Job Introduction

We currently have an exciting opportunity available within the Customer Contact Centre for a Customer Services Advisor, with a target start date of 1 October 2026.

We are looking for an experienced Customer Services Advisor who understands and is passionate about the services the Council provides to its residents.

You will be experienced in supporting customers, will show a flair for customer service, have excellent attention to detail and understand the importance of getting it right first time.

This position is for 32 hours per week. Full training will be provided to the successful applicant.

Key Responsibilities:

• You will ensure the delivery of an efficient, effective and customer-focused Revenue service, helping customers to understand and meet their Council Tax and Business Rates obligations, resolving enquiries at the earliest opportunity, and supporting the collection of local taxation income.
• Handle customer enquiries arising from billing and recovery action via telephone, letter and email, including negotiating and agreeing appropriate payment arrangements whilst maintaining a strong focus on customer service.

Requirements:

• Excellent customer service and negotiation skills, with experience of handling inbound calls and the ability to manage difficult conversations professionally.
• Knowledge of Council Tax, including billing, discounts, exemptions, instalment arrangement and debt recovery, would be beneficial.
• Ensure full compliance with GDPR, equalities, H&S and Council procedures.
• GCSE-level literacy, numeracy and IT skills.

For an informal discussion about the role, please contact Carol Scott on 01952 383871 or email carol.scott@telford.gov.uk

Please click on the link below to view the Job Description and Person Specification.

A CV template is available if you do not already have a CV.

We believe great services start with great people — and that means building a workforce that reflects our community. At Telford & Wrekin Council, everyone belongs and every voice matters.

What we offer:

• We offer competitive salaries and a fantastic leave package — starting at 24 days, rising to 32 days with service, plus 8 bank holidays and an extra concessionary day to enjoy
• Flexible working and career progression
• Local Government Pension Scheme
• Staff discounts and salary sacrifice perks
• Free parking and confidential wellbeing support
• A hybrid working model - whether you're in the office or working from home, we support a balance that fits your personal and family commitments.

Find out more information about working at Telford & Wrekin Council, including our full list of benefits.

Roles involving children or vulnerable adults will require a criminal records check. It’s an offence to apply if you’re barred from working with these groups.

Please note: We do not hold a sponsorship licence for visas.