Job Description
Customer Services holds both strategic and operational responsibility for the corporate Contact Centre and the City’s online customer service provision. This includes oversight of the corporate website, the BRUM Account, and associated online services for citizens. The Contact Centre manages more than 2 million calls annually, in addition to approximately 240,000 other contacts such as emails, letters, and social media enquiries. Operating Monday to Friday from 8am to 8pm, the service employs over 300 staff and regularly supports citizens in more than 30 languages. It is the first point of contact for enquiries covering around 20 council services, including Adult Social Care, Occupational Therapy, Mental Health, Safeguarding, Waste Management, Housing Repairs, Council Tax, Benefits, Rents, Housing Options, Children’s Services, and Tenancy Estate Management.