Housing Customer Service Advisor

Exciting Opportunity in Partnership with Hammersmith and Fulham Council – Join Our Housing Services Team!

Are you committed to delivering exceptional customer service? Do you thrive in fast-paced, people-focused environments? We are looking for dedicated individuals to join our team in partnership with Hammersmith and Fulham Council, helping to shape the future of housing services in one of London's most vibrant boroughs.

About the Role: This is your chance to make a meaningful impact by becoming the first point of contact for residents seeking support with housing services and repairs. Working closely with Hammersmith and Fulham Council, your role will be pivotal in delivering a high-quality, customer-focused service that residents can rely on. Whether over the phone, by email, through social media, or via web chat, you’ll be the face of the council, ensuring each enquiry is handled with care, professionalism, and efficiency.

Key Details:

Start Date: Immediate start available
Contract Length: until March '25, with the potential for extension
Working Days: Monday to Friday (36 hours per week, with shifts between 8am and 7pm)
Location: Full time onsite
Hourly Rate: £18.52 (PAYE) / £22.92 (Umbrella PAYE)
Ideal: Experience in housing repairs services/ Puiblic Sector

Your Role and Responsibilities:

Frontline Service: As the first point of contact for housing-related queries, you will play a vital role in ensuring residents receive timely and accurate assistance.
Effective Communication: Quickly assess queries and, where necessary, direct residents to the relevant departments, ensuring they receive comprehensive support.
Information Gathering: Collect and input essential data to assist specialised teams in resolving more complex enquiries, all while ensuring accuracy and attention to detail.
System Management: Use council systems to provide residents with information on rent, repairs, payments, and appointments, offering seamless service delivery.
Policy Knowledge: Stay up-to-date with housing policies and procedures, equipping you to handle a wide variety of common enquiries with confidence.
Surveying Residents: Conduct resident satisfaction surveys via phone, ensuring the council has vital feedback to improve services.
Customer Data Maintenance: Keep customer information up-to-date to enhance service quality and streamline future interactions.
Performance Excellence: Work within a performance-driven environment, meeting and exceeding SMART objectives aligned with key council targets for customer satisfaction.
Ambassador for Excellence: Represent Hammersmith and Fulham Council with pride, taking ownership of customer queries and seeing them through to resolution.

What We're Looking For:

Passionate and empathy for local residents
Experience with Web Chat Customer Service: Highly desirable.
Strong Communication Skills: Able to manage high volumes of enquiries across multiple platforms.

Why Join Us? This is more than just a job – it’s an opportunity to make a real difference in people’s lives. Working alongside Hammersmith and Fulham Council, you will be part of a team dedicated to providing the very best in housing services. Your efforts will ensure residents feel supported and valued, and that the council continues to set the standard for excellence in local government services.

If you’re ready to be part of something bigger, where your skills in customer service can truly shine, we want to hear from you. Apply now and become an integral part of a team that is transforming housing services for the better.