Senior Customer Advisor - Ref: EE01726

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Customer Experience Centre
Senior Customer Advisor - Building Control Specialist - Ref: EE01726
G7: £35,412 - £38,220 per annum.

Hours: 37 hours per week

Term: Permanent

At Walsall Council, we believe that people are at the heart of everything we do. In our work, the way we listen and respond to our customers and colleagues will decide the way we grow and bring Council's vision to life.

To succeed, we must push the boundaries of customer service and added value -outstanding is the new standard and the new routine.

The Senior Customer Advisor:

• Will act as a first point of contact for customers enabling effective resolution of customer requests, particularly more complex requests, complaints or other type of difficult contact requiring escalation.
• Support team leaders on operational issues, digital channel shift and continuous improvement to enable effective working within the Customer Experience Centre.

The CXC is the first line of contact to numerous Council Services that supply support for both our residents and businesses in Walsall and CXC is actively involved in promoting positive change across the council, for example shifts to the use of digital channels and to assist Walsall council to achieve/maintain compliance with accessibility regulations

Please note there is a requirement to support with our out of hours provision on a rota basis as a part of this role and the CIOB Level 3 Certificate in Technical Support for Public Service Building Standards or equivalent experience is necessary.

If you would like to discuss further for an informal chat please contact Kiran Grewal-Lehal on Kiran.Lehal@walsall.gov.uk

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).

View Job Description and Employee Specification

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.

Closing date for applications : 30th April 2026

Interviews will be held on the 11th May 2026.