Contact Centre Advisor WCR 2

Who You Are

We’re looking for someone who thrives in a fast-paced environment and is passionate about making a difference in people’s lives. The ideal candidate will have mandatory experience in a contact centre or equivalent customer service role, with desirable experience working within or alongside homelessness services.

What the Job Involves

This role at Westminster City Council is a vital frontline position supporting residents, particularly those facing homelessness, by providing high-quality customer service and case management. Key responsibilities include:

• Handling customer queries via telephone and email with professionalism and empathy.
• Accurately recording and managing cases using internal systems and spreadsheets.
• Proactively driving queries and workstreams forward, often through to resolution.
• Communicating clearly and effectively, ensuring every interaction is led with understanding and care.
• Collaborating with internal teams and external partners to ensure seamless service delivery.

Skills

• Experience in a contact centre or customer service role.
• Experience with homelessness services (desirable).
• Strong written and numerical skills.
• Ability to manage cases and maintain accurate records.
• Excellent telephone communication skills.
• Proactive and driven approach to customer service.