Housing Customer Advisor

Do you have experience as a specialist Customer Service Officer working within Social Housing? The purpose of this role is work with the Resident Access team, the adviser be the first point of customer contact and provide advice and assistance processing enquiries, including service request, triaging, and signposting service requests or issues/complaints from a wide range of services (such as Parking and Permits, Waste, Planning, Licensing, Elections, Schools Admissions, Environmental Services, Highways and Cleaner Greener, Council Tax and Benefits).

Key Duties:

• The purpose of this multi-disciplined position is to deliver excellent service to residents visiting and contacting the Councils by telephone, face to face and other digital channels including chat, social media, and emails. Aiming to provide an efficient and accurate service. Resident Advisers will advise on a diverse range of council and partner services resolving at the first point of contact wherever possible and ensuring council services interface seamlessly with back-office departments.
• Post holders will engage with customers through a variety of channels including telephone (both inbound and outbound), web, email, face to face, SMS and written correspondence. Post holders will be expected to have excellent IT, customer service and communication skills and will acquire detailed knowledge of Hammersmith and Fulham services ensuring services interface seamlessly with 'back office' departments, delivering excellent standards of customer care and consistent high-quality information and advice on aspects of all the services provided.
• The post holder will rotate between providing all frontline services and duties and will be required to work across different locations including our contact centre in Hammersmith.
• This role is the front door, and the first contact residents have to Hammersmith and Fulham council services. This role has a direct impact on the council's reputation and associated customer satisfaction.

This is a great opportunity for anyone looking to improve their skills while making a difference within an important service! If you have the desired experience and like the sound of the role then apply today!