Contact Centre Advisor WCC618192

As a Contact Centre Advisor, you can make your own powerful contribution. When someone gets in touch with our Housing contact centre, you'll be the friendly person they're glad to chat with. You'll be the one who listens carefully to their questions and provides the answers they need. If they're confused, you'll provide clarity. If they're frustrated, you'll focus on solving their problem. Put simply: whatever kind of day they're having when they make contact, you'll help to make it a better one.

Ours is a modern contact centre, so you'll manage all kinds of contact - from phone to face-to-face, from email to social media and web chat. You'll bring the same high standards of professionalism, empathy and courtesy to all channels and every interaction. Because you're here for customers, whether they need to make a complaint, learn something, or connect with a service. Making the most of every opportunity to develop your knowledge and skills, you'll do your best to be the one who resolves every enquiry first time.

If you have ideas about how we can improve our processes and respond better to the changing needs of our organisation and communities, you'll find we're more than willing to listen to you. What's more, we'll help you develop and grow as part of a dynamic team where ambition, diversity and creativity are celebrated.

Experience of working in a housing management or public sector environment would definitely be a bonus. We'd certainly prefer you to demonstrate experience of delivering excellent customer service in a fast paced environment. The ability to deal patiently and calmly with challenging customers and resolve their concerns will be a real advantage.

As our contact centre is a target-driven environment, we'll expect you to be able to prioritise your own workload productively. Good keyboard skills will equip you to keep clear and accurate records of conversations and outcomes, so we can help customers even better in the future.

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's strategy is to work towards a Fairer Westminster. A Fairer Westminster 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 the Westminster Way. To find out more about how we do this visit https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

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.