Birmingham City Council is seeking a dedicated Customer Service Advisor to join its hybrid team, providing high-quality support to residents and service users across the city. This role is well suited to individuals with experience in customer service or administrative environments, particularly those who are confident working towards targets and delivering consistent, professional results. Strong written and verbal communication skills are essential, along with the ability to use modern IT systems efficiently to manage enquiries and maintain accurate records. This hybrid opportunity offers the flexibility of both office and home working, making it an excellent choice for candidates looking for stability, career development, and a meaningful role within a respected public sector organisation.
Position: Customer Service Advisor
Job Type: Full Time
Salary: £24,796 – £28,142
Location: Birmingham, Hybrid
Job Summary
Consultation grade – subject to formal evaluation under the Pay Equity Review
Working 36.5 hours per week
Hybrid working: Home Working and some office working at a Birmingham City Centre location
This is an exciting opportunity to join the Complaints and Enquiry function at Birmingham City Council. We are looking for enthusiastic and flexible individuals to undertake the role of Customer Services Advisor for the Complaints and Enquiry team
You will play a proactive role in further embedding a consistent, excellent, customer focused complaints and enquiries service. As a Customer Services Advisor you will work as part of a dynamic team in the consolidated complaints and enquiry service to deliver effective and high-quality triage of complaints and enquiries.
As a Customer Service Advisor within the complaints and enquiries team you will triage customer complaints and member enquiries, via different entry channels into the council such as by email, phone, web and Councillors, ensuring accurate information is progressed appropriately and within timescales whilst seeking opportunities to resolve complaints or enquiry at first point of contact.
Providing excellent customer service to achieve positive outcomes for our citizens is at the heart of everything we do so you will need to take ownership of communications into the complaints and member enquiry team and resolving issues professionally and compassionately at first point of contact where appropriate or escalating to the relevant team following the correct procedures.
This is a great chance to become part of our team and develop your abilities further. If you have experience of working in a customer or admin environment, working to targets with good written and verbal communication skills using IT systems we would like to hear from you.
For any informal enquires please contact: Resourcing@birmingham.gov.uk
Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.
We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
For any informal enquires please contact: Resourcing@birmingham.gov.uk
A Disclosure and Barring Service (DBS) check will be undertaken. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.
Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here.
Application Process
Application Deadline
December 25th, 2025