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Walsall Council

Senior Customer Advisor - Ref: EE09426

West Midlands Hybrid 5-10 yrs exp£37k – £39k / year
Customer serviceCouncil tax administrationBlue badge processesConflict resolutionMentoring
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Requirements

Candidates must have significant experience in a customer service environment, preferably within a local authority or revenues and benefits setting. Strong communication, problem-solving, and mentoring skills are essential for this role.

Job Description

Senior Customer Advisor (Council Tax & Blue Badge) - Ref: EE09426

Location: Walsall Council Office
Salary: £36,581 - £39,481
Hours: Full Time, Permanent

About the Role

We are looking for an experienced and customer-focused Senior Customer Advisor to join our Council Tax and Blue Badge Team. This is an exciting opportunity for an individual who is passionate about delivering excellent customer service while providing support and guidance to colleagues.

You will play a key role in handling complex enquiries, resolving customer issues, and acting as a first point of escalation within the team. Working closely with Team Leaders, you will help ensure the efficient delivery of Council Tax and Blue Badge services to residents.

Key Responsibilities

  • Provide expert advice and support on Council Tax and Blue Badge enquiries.
  • Handle complex cases, complaints, and customer escalations.
  • Support and coach Customer Advisors to develop knowledge and confidence.
  • Ensure queries are resolved accurately and in line with legislation, policy, and procedures.
  • Assist with quality monitoring and identify areas for service improvement.
  • Support the induction and training of new team members.
  • Maintain accurate records across council systems.
  • Work collaboratively with internal departments and external partners to achieve positive customer outcomes.

About You

You will have:

  • Significant experience in a customer service environment.
  • Knowledge of Council Tax administration and/or Blue Badge processes is preferred
  • Strong communication and interpersonal skills.
  • Excellent problem-solving and decision-making abilities.
  • Experience supporting, mentoring, or coaching colleagues.
  • Ability to manage competing priorities in a fast-paced environment.
  • Strong attention to detail and commitment to delivering high-quality customer service.
  • Good IT skills and experience of using customer management systems.

What We Offer

  • A rewarding role making a difference to local residents.
  • Opportunities for training and career progression.
  • Flexible and hybrid working arrangements where appropriate.
  • Local Government Pension Scheme.
  • Generous annual leave entitlement.
  • Employee wellbeing support and assistance programmes.

Person Specification

Essential

  • Customer service experience within a local authority, revenues, benefits, or related environment.
  • Experience handling complex customer enquiries and complaints.
  • Ability to interpret and explain policies, procedures, and legislation.
  • Strong organisational and time management skills.

Desirable

  • Knowledge of Council Tax legislation.
  • Experience administering Blue Badge applications.

 

If you are passionate about customer service and want to help deliver vital services to residents, we would love to hear from you. Apply today to join our Council Tax and Blue Badge Team as a Senior Customer Advisor.

Closing date for applications will be 30th September 2026

Interviews commencing week commencing 12th October 2026

If you have any questions regarding this role, please email Daniel.bennett@walsall.gov.uk 

View: Job description and Employee Specification

This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.  The post holder will be required to communicate verbally with customers and provide advice and/or information in accurate spoken English.

For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check.  BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities.  A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).

Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please also ensure that you complete the work history and qualifications sections of your application form. Please do not add a CV as we do not accept them.  Please see our Information for Applicants leaflet for further information.

We kindly request that recruitment agencies do not contact us regarding this job vacancy. We are not accepting agency applications or referrals at this time.

At Walsall Council, we appreciate that AI can be a useful tool for ideas or guidance. However, we encourage you to make sure your application reflects your own voice and experiences. Over-reliance on AI can make responses feel less personal, and we really want to understand what makes you unique. Your experiences, skills, and perspective are what set you apart, so please ensure your application as a whole – particularly your ‘Supporting Information’ – reflects your own voice.


Here at Walsall, we want to attract the best talent. That's why - as well as a satisfying and rewarding job - we offer a range of attractive benefits. Working arrangements in most jobs are flexible (you may work flexitime, full or part time and job sharing is usually available) and you can expect generous holiday entitlements, a first class pension scheme and plenty of opportunities for training and personal development.

We advertise vacancies because we want the best talent available. If that's you, we're waiting for your application.

Living in Walsall

Part of the Black Country, famous for its enterprising and industrial past, Walsall is reinventing itself to become a progressive modern community. The borough is centred around the major town of Walsall, but also includes five smaller and distinctive district centres (Bloxwich, Aldridge, Willenhall, Darlaston and Brownhills), together with numerous villages.

Walsall Council is committed to Safer Recruitment.
To achieve our commitment, we will ensure continuous development and improvement of robust recruitment processes and procedures that promote a culture of safeguarding amongst our workforce.

Social Work Matters - Children's Social Worker Recruitment
Some of our children require a special kind of support: yours. Visit our microsite to find out more about joining Walsall Council as a Children's Social Worker.

Skills

Customer serviceCouncil tax administrationBlue badge processesConflict resolutionMentoringCoachingProblem-solvingDecision-makingCommunication skillsInterpersonal skillsTime managementIT skillsPolicy interpretationRecord keeping