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About the Role

As a Contact Centre Advisor, you will be the first point of contact for housing enquiries and complaints, managing multiple workflows across face-to-face, phone, email, social media, and web chat. You will take ownership of problems, ensure follow-up, and proactively seek customer feedback for process improvement.

Responsibilities

• Manage multiple workflows: face to face, phone, email and social media, including web chat.
• Take ownership of problems and ensure they are followed up.
• Proactively seek customer feedback and ways of improving our processes.

Requirements

• Background in a fast-paced customer service setting.
• Honed communication skills.
• Well-developed questioning and listening skills.
• Ability to understand the customer’s point of view.
• Calm under pressure.
• Professional, empathetic, and courteous demeanor.
• Organized and able to manage own workload.
• Enjoy working to targets.
• Excellent written and spoken English.
• Good keyboard skills.
• Confidence in using a range of digital platforms.
• Enthusiastic and flexible team player.
• Keen to improve both service and own skills.
• Care Leavers seeking their first job who meet essential criteria will automatically be invited to interview.
• Disability Confident Employer: guaranteed interview if disability is declared and essential criteria are met.

Skills

• Communication skills
• Questioning skills
• Listening skills
• Customer service
• Digital platform usage
• Keyboard skills
• Written English
• Spoken English

Location

• Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP

Work Type

• Temporary up to 6 months
• Full-time

Experience Level

• Negotiable depending upon experience

Salary/Compensations

• £34,359 - £38,637 per annum

Benefits

• Flexible working patterns
• Agile working

About the Company

• Growth, Planning and Housing in Westminster City Council is a world of extraordinary stories where reactive and passionate people are dedicated to enhancing services and creating real connections.
• Westminster is an amazing place, home to over 200,000 residents, over 50,000 businesses, and where three-quarters-of-a-million people work.
• Westminster City Council is one in which our communities are at the heart of our decision-making.
• We build a more inclusive city that celebrates diverse communities, where residents, workers and visitors from all backgrounds will feel welcome and safe.
• We pride ourselves on being an inclusive workplace and employer of choice.
• We champion equality, diversity, inclusion and wellbeing.
• We aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is Our Westminster Way.
• The Council is a forward-thinking Council that appreciates people work in different ways.

Equal Opportunity

• Westminster City Council is committed to supporting Care Leavers into the workplace.
• We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve.
• The Council is a Disability Confident Employer.