Contact Centre Advisor WCC624690

Joining us as a Contact Centre Advisor, you can make your own powerful contribution to this remarkable team. We want users of housing services to be able to access the information and services they need in a way that suits them. As the first point of contact for housing enquiries and complaints, you will therefore manage multiple workflows: face to face, phone, email and social media, including web chat. Taking ownership of problems and ensuring they are followed up, you will also proactively seek customer feedback and ways of improving our processes.

You're likely to have some background in a fast-paced customer service setting where you will have honed your communication skills. You have well-developed questioning and listening skills and an ability to understand the customer's point of view. Calm under pressure, you'll be professional, empathetic and courteous, even when dealing with challenging behaviour. Organised and able to manage your own workload, you'll enjoy working to targets. Your excellent written and spoken English should be matched by good keyboard skills and confidence in using a range of digital platforms. Last but not least, you'll be an enthusiastic and flexible team player, keen to improve both our service and your own skills.

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council is one in which our communities are at the heart of our decision-making and help to determine the city's future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. 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. We champion equality, diversity, inclusion and wellbeing and 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. To find out more about how we do this visit https://www.westminster.gov.uk/health-and-social-care/

As a forward thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.