Location
London Borough of Islington, initially based at the Brewery Road site with future opportunities to work from the 222 offices. This role offers a hybrid working environment combining office-based and home working arrangements.

Hours
Part time - 28 hours per week
Monday: 11am - 5pm
Tuesday to Friday: 11.30am - 5pm

Salary
£38,637 per annum (pro rata)

About the Role
Join Islington Council’s newly consolidated contact centre, which merges the Repairs and Access Islington teams to provide a streamlined, efficient service to residents. You will be a key frontline advisor, responding to telephone inquiries about repairs and council services, offering empathetic guidance and practical solutions in line with council policy. The role requires supporting residents who may be distressed or in urgent need with kindness and confidence, accurately documenting calls, collaborating with colleagues to resolve issues, and maintaining professional standards of confidentiality and respect.

This is a fixed-term contract role within a dynamic and supportive environment that values flexibility, wellbeing, and career development. You will receive comprehensive training covering all council services supported by the contact centre and ongoing opportunities to build your skills and knowledge. The role demands compassion, resilience, adaptability, and teamwork to deliver exceptional public service in a fast-paced setting.

Benefits
Islington Council is committed to challenging inequality and supporting its diverse workforce. Benefits include up to 31 days annual leave (increasing to 36 days after five years of local government service), flexible working arrangements, a 35-hour working week, learning and development opportunities, competitive pay with a commitment to the London Living Wage minimum, an excellent local government pension scheme, Cycle to Work scheme, discounted gym memberships, and local discounts from restaurants, shops, and health and beauty providers.

The council fosters an inclusive and equitable workplace culture, emphasizing respect, dignity, and zero tolerance for discrimination. Safeguarding of children, young people, and vulnerable adults is a core commitment. Reasonable adjustments are supported throughout recruitment and employment for candidates with disabilities.

Experience
Previous call centre experience is not essential. We welcome applicants who are enthusiastic and motivated to learn and develop in a public service environment.

About you
- Compassionate and kind, able to make residents feel heard and valued
- Confident and calm under pressure, able to handle calls from individuals in challenging circumstances
- Able to support distressed residents with empathy and confidence
- Adaptable to a dynamic, fast-paced work environment
- A strong team player who collaborates effectively with colleagues and supervisors
- Committed to inclusivity and respectful of diverse backgrounds

Qualifications
No formal qualifications are required. A positive attitude, resilience, and a willingness to engage fully with training and development opportunities are essential.