Customer Service Advisor

Can you deliver Excellence?

Customer Services Advisors for Residents’ Hub

Tower Hamlets Council is transforming the way services are delivered to make them more consistent, more accessible, and capable of meeting the changing needs of our customers. In addition, to our Corporate Contact Centre we are setting up and developing a number of Residents’ Hubs throughout the Borough to support our most vulnerable residents across a range of support services.

Your role will involve working in our Residents’ Hubs at various locations, where you will be carrying out assessment and referral for individual customers and raise service request to internal/external partners. Our current services include Employment, welfare benefits, housing, Council tax, parking, debt management, wellbeing and many more areas will be added as we develop and extend our service offerings.

The services are delivered face to face from multiple sites, over the phone as well as via social media platforms. Our current operational hours for the service is Monday to Friday, 9-5pm. You will need to be flexible and willing to travel to any part of the borough at short notice to provide cover, as required. Please note that, although you will be based at the Resident Hubs, you may be required to work in our Corporate Contact Centre, as necessary.

If you are hardworking, flexible, and passionate about customer services and want to make a positive contribution to the lives of our residents/customers, please see details in the job description and person specification provided.

We are recruiting for several permanent, full/part-time positions.

Full-Time positions are 35 hours per week, 9-5pm Mon-Fri

Part-time positions are 17.5 hours per week, consisting of:

Shift A: Monday & Tuesday 9-5pm and Wed 9-12.30pm.

Shift B: Wed 1.30-5pm and Thursday and Friday 9-5pm

Tower Hamlets vision for our borough is that: people are aspirational, independent and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.

Tower Hamlets has a zero-tolerance approach to, and works to eradicate, all forms of discrimination on the basis of race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, status as a civil partner, gender, gender identity, gender expression, pregnancy and maternity and looks to employ a diverse workforce representative of those groups. We recognise that people can also be disadvantaged by their social and economic circumstances, so we will work to eliminate discrimination and disadvantage caused by social class.

We welcome applicants interested in flexible working arrangements and also applicants who live in the borough

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