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Customer Service Advisor
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Solihull Metropolitan Borough Council
Solihull Council is seeking enthusiastic, customer-focused individuals to join our Connect Customer Contact Service.
Based at the Blue Bell Centre in Chelmsley Wood and, depending on the role, have opportunities to work from other locations across Solihull, this is an excellent opportunity to become part of a high-performing team that plays a vital role in delivering excellent services to our residents.
Our Connect Customer Services team is central to the Council’s vision to put people at the heart of everything we do through outstanding service delivery. As a Customer Service Advisor, you will be the first point of contact for residents, ensuring every interaction—whether by phone, face-to-face, or via digital channels—is handled with professionalism, empathy, and efficiency.
We are pleased to offer a number of opportunities, including permanent and fixed-term full-time and part-time roles within our Connect Customer Services team. These opportunities also include positions supporting our Adult Social Care team.
What We’re Looking For:
We welcome applications from individuals who thrive in a dynamic, performance-driven environment and enjoy variety in their role. To succeed, you will demonstrate:
- A strong customer focus and excellent communication skills.
- Proven experience in delivering high-quality customer service in a fast-paced contact centre environment,
- A collaborative and respectful approach to teamwork, with integrity at the core of your interactions.
- 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.
- Flexibility to work at alternative locations in Solihull and work on a shift rota (Monday to Friday).
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Why Join Us?
At Solihull Council, people are at the heart of everything we do. We offer a supportive working environment, opportunities for development, and the chance to make a real difference in the lives of our residents. We also offer you:
- A competitive salary
- Training, development, and career progression opportunities.
- Flexible working options. Home working maybe 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.
Additional Information
Hours of work are up to 37 per week, with 30 hours or over requiring a commitment of five days across the working week.
Don’t miss out!
To apply, please click on the link below and make sure your application is in your own words and reflects your own personal experiences.
If you have a specific question regarding this post, please contact Customer Contact Manager at kate.turrall@solihull.gov.uk or Sam Purchase, Team Leader – Adult Social Care at sampurchase@solihull.gov.uk
The closing date for applications is 23 August 2026. However, if we receive a sufficient number of applications, we reserve the right to close this vacancy before this date. We therefore encourage you to submit your application as early as possible to avoid disappointment.
Shortlisted candidates will be invited to an Assessment Centre on Thursday, 3 September 2026 (4pm to 7pm) at Solihull Connect Walk-in Centre (within the Bluebell Centre) Chelmsley Wood. You will be required to attend for the full session. Spaces are limited, so please apply early to secure your place.
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This post requires the following Disclosure and Barring check: BPSS/Basic.
Please note we do not accept CVs for this role.
As part of our compliance and safer recruitment requirements, references will be sought for all successful candidates following interview. A reference must be provided by the candidate’s current or most recent employer or training provider. Where this does not cover the last three years, an additional reference will be required from the candidate’s next most recent employer or training provider. Posts subject to statutory regulation may require additional scrutiny. Personal/character references will only be accepted in exceptional circumstances.
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.
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.
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.
Attached documents
- Job Description
- Customer Service Advisor - Job description and person specification
- Customer Service Advisor (ASC) - Job description & person specification
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