Location
Westminster City Hall, 64 Victoria Street, Westminster

Hours
Full Time (hours not specified)

Salary
£38,637 per annum

About the Role
Join Westminster City Council as a Contact Centre Advisor and become part of a passionate team dedicated to delivering exceptional housing services. You will be the first point of contact for housing enquiries and complaints, managing multiple communication channels including face to face, phone, email, social media, and web chat. Taking ownership of customer issues, you will ensure timely follow-up and proactively seek feedback to help improve our services. This role offers the opportunity to contribute to a multi award-winning contact centre recognised across Europe for its outstanding service and support.

Experience
Previous experience in a fast-paced customer service environment where communication skills have been developed and refined.

About you
You possess well-developed questioning and listening skills with the ability to understand the customer’s perspective. You remain calm under pressure and handle challenging behaviour professionally, empathetically, and courteously. You are organised, able to manage your own workload, and motivated by working to targets. Excellent written and spoken English, good keyboard skills, and confidence using various digital platforms are essential. You are an enthusiastic and flexible team player, eager to improve both the service and your own skills.

Qualifications
Not explicitly stated; however, strong communication skills and digital literacy are required.

Additional Information
Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers who meet the essential criteria will be automatically invited to interview under this scheme. The council reserves the right to close or extend this vacancy early depending on applicant volume.