Customer Services Advisor Level 2

Job Overview

Role: Council Tax Customer Services Advisor (Level 2)

Type: Full time Permanent

Location: Friargate - Coventry City Council Customer Service Centre

Responsibilities

• Serve as the first point of contact for residents enquiring about their Council Tax account via the contact centre.


• Explain Council Tax bills, charges and account information using plain language and confirm understanding.


• Set up and maintain payment arrangements, balancing customer circumstances with council revenue responsibilities.


• Handle challenging or sensitive conversations with empathy, professionalism and confidence.


• Follow all processes, including GDPR, data protection, identity verification and secure handling of personal and financial information.


• Accurately use multiple IT systems to update customer records and maintain detailed notes.


• Work within a KPI driven environment, managing call volumes while maintaining quality, accuracy and professionalism.


• Demonstrate consistency, attention to detail and accountability for decisions made during customer interactions.

Requirements & Skills

• Experience in a customer service or contact centre environment is desirable.


• Strong communication skills - clear and confident telephone and written interactions.


• Ability to support a diverse customer base with respect and professionalism.


• Remain calm and effective when dealing with complex or challenging situations, including money related conversations.


• Work at pace while maintaining accuracy and attention to detail.


• Positive attitude to change and adaptability to evolving service demands.


• Flexibility to meet operational service needs.


• Good IT skills and comfort using multiple systems.


• Right to work in the UK - no sponsorship offered.


• Applicants must pass a satisfactory Disclosure and Barring Service (DBS) check.

Benefits & EEO

We are committed to equality and diversity. We particularly welcome applicants from minority ethnic, LGBT+, disabled and neurodiverse communities. The role is exempt from the Rehabilitation of Offenders Act 1974 and offers a guaranteed interview scheme for certain protected groups, including armed forces veterans, care home residents and those with a long term health condition or disability.