Are you an experienced Customer Service professional looking to make a real difference in the community? Join our fast-paced Housing Benefit telephone team at the heart of Wembley. As a front-line Customer Service Officer, you will be responding to customer enquiries via telephone, always having the customer at the forefront of what you do and updating numerous computer systems, depending on the enquiry.
Key Details
*Location: Wembley (near Wembley Stadium) – 100% Office-Based
*Working Hours: Monday to Friday, 09:00 – 17:00 (35–37 hours per week)
*Salary: £16.79 per hour
*Contract: ASAP start, End date 19/06/2026
About the Role
*To provide customers and other stakeholders, first contact resolution for up to five service area enquiry types via phone, email, webchat and social media channels. These may include: Recycling and Waste, Electoral Services, Pest Control, Planning, Building Control, Licensing, Resident Support Fund, Switchboard and Environmental Services amongst others.
*To provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.
*To carry out all duties in accordance with relevant Council and Customer Service policies, procedures and standards to ensure the delivery of excellent services to customers and stakeholders.
Principal Accountabilities and Responsibilities:
*To provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to five specialist Council services which may include: Recycling and Waste, Switchboard, Children and Families Information Service, Environmental Health and Environment and Protection amongst others.
*To take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
*To promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
*To efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
*To respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
*To effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
*To work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment and to proactively share and contribute ideas to support continuous service improvement and departmental and service area objectives.
*To provide customers and other stakeholders, first contact resolution for up to six service area enquiry types via phone, email, webchat and social media channels. These may include: Recycling and Waste, Switchboard, Children and Families Information Service, Housing Benefit, Planning, Building Control and Environmental Health amongst others.
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