Overview
Customer Service Advisor
Part time – 18.5 hours per week
We have an exciting opportunity for an enthusiastic, passionate, and customer-focused individual to join our Adult Social Care team within the Connect Customer Contact Service, based in Chelmsleigh Wood.
The Connect Customer Services team is at the heart of Solihull Council, playing a vital role in helping us deliver on our commitment to improve lives by providing high-quality services to our residents.
People are at the heart of everything we do and as a Customer Service Advisor, you will be the first point of contact for residents accessing Adult Social Care services. Whether over the phone or through other access channels, you will ensure every interaction is a positive and professional experience.
What you’ll be doing
* Handling a wide range of enquiries with empathy, efficiency, and professionalism
* Supporting customers in accessing services and using digital tools
* Creating accurate records using multiple systems
* Working collaboratively with colleagues to deliver excellent service
* Contributing to a positive and inclusive team culture
What we’re looking for
* Customer-focused, with excellent communication skills and a collaborative approach
* Experienced in delivering high-quality customer service, ideally in a fast-paced environment
* Digitally confident, able to use systems and databases while engaging with customers
* Organised and methodical, with strong attention to detail
* Adaptable and resilient, able to work effectively in a process-driven, target-led environment
What we offer
* A competitive salary
* Training, development, and career progression opportunities
* Flexible working options. Home working may be an option in the longer term
* Generous annual leave plus the option to buy up to 10 extra days
* 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
* Exclusive employee benefits: staff discounts, subsidised travel passes, Cycle 2 Work Scheme
How to apply
To apply, please ensure your application is in your own words and reflects your own personal experiences.
If you have a specific question regarding this post, please contact Samantha Purchase, Team Manager on 0121 704 8695 or contact sampurchase at solihull.gov.uk, or Frances Palmer, Duty Manager 0121 704 8660 or at fpalmer at solihull.gov.uk.
Key dates
Closing date: 2 October 2025
Shortlisted candidates will be invited to interview on 7 or 8 October 2025.
Please note we do not accept CVs for this role.
The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required.
This post requires the following Disclosure and Barring check: BPSS/Basic.
Solihull Council has a responsibility for, and a commitment 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 (link not provided in this refined version)
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