Call Centre Advisor

Islington Council; Deutschland; Hybrid; EUR 37.000 - 49.000; Vollzeit

Benefits dieser Stelle

London Living Wage

Hybrid working

Flexible working arrangements

35-hour working week

Zusammenfassung

Islington Council is seeking empathetic contact centre agents to respond to residents' inquiries about repairs and council services. You will provide compassionate guidance, document calls accurately, and collaborate with colleagues to deliver seamless service while upholding confidentiality and integrity.

The role includes a 35-hour week in a hybrid, customer-facing environment, with shifts from 8am–8pm, Monday–Friday, and Saturday mornings 8am–noon.

Qualifikationen

• Kindness and compassion in public service.
• Clear and empathetic communication.
• Ability to handle distressing calls with professionalism.
• Strong listening and information-gathering skills.
• Respect for confidentiality and data protection.
• Willingness to collaborate across teams.

Aufgaben

• Respond to resident inquiries about repairs and council services.
• Offer guidance and practical solutions aligned with policy and standards.
• Support distressed residents with kindness and confidence.
• Document calls accurately and ensure clear cross-channel communication.
• Collaborate with colleagues to resolve issues and deliver seamless service.
• Maintain confidentiality and professional standards at all times.

Kenntnisse

Empathy

Communication

Problem solving

Resilience

Teamwork

Jobbeschreibung

The newly formed contact centre represents a fusion of experience, expertise, and commitment, bringing together two crucial arms of Islington Council to enhance service delivery. By combining Repairs and Access Islington, the centre ensures a more efficient allocation of resources, improved responsiveness, and a unified approach to addressing resident needs. These positions are offered as fixed‑term contracts, each representing a gateway to meaningful work in local government. The contract stipulates a 35‑hour working week, ensuring a comprehensive engagement with the tasks at hand while allowing for work‑life balance. Shifts operate from 8am to 8pm, Monday to Friday, and on Saturday mornings from 8am until noon. There is no expectation to work every weekend; however, a generous shift allowance applies, calculated at 1.5 times the standard pay rate, in accordance with Islington's salary policy.

• Responding to inquiries from residents regarding repairs, and council services.
• Offering empathetic guidance and practical solutions in line with council policy and service standards.
• Supporting residents who may be experiencing distress or urgent need, with kindness and confidence.
• Documenting calls accurately and efficiently, ensuring clear communication across service channels.
• Collaborating with colleagues to resolve complex issues and deliver seamless service.
• Maintaining professional standards of confidentiality, integrity, and respect in every interaction.

Key Qualities and Values

Success in this role is built upon a foundation of compassion, resilience, and professionalism. The qualities we seek include:

• Kindness: At the heart of public service is genuine caring. You will demonstrate this in every interaction, making residents feel heard and valued.
• Confidence: Handling calls from a wide range of individuals, some in challenging circumstances, requires self‑assurance and calm under pressure.
• Ability to Support Distressed Residents: You will be equipped-through training and personal attributes-to guide and assist those who may need extra care.
• Adaptability: The environment is dynamic and fast‑paced, and you will thrive by adjusting to new challenges and changing demands.
• Teamwork: Success here is collaborative; you will work closely with peers and supervisors to deliver a unified service.
• Inclusivity: Our centre is built on respect and inclusion, welcoming colleagues and residents from all backgrounds., These roles in the consolidated contact centre represent a unique opportunity to join a progressive and supportive team dedicated to serving the residents of Islington. With full training, flexible working arrangements, and a strong commitment to employee wellbeing, you will be empowered to deliver outstanding service while building your skills and advancing your career. Join us as we shape the future of resident support in Islington-your journey starts here., Please note: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

Workforce Equality, Equity, Diversity and Inclusion Statement

We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination. We maintain a zero‑tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues. We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone's identity can combine to create unique experiences of discrimination and disadvantage. We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace. Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Safeguarding

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service. Disability Confident Scheme Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.

While these roles are fixed-term, they serve as an excellent springboard for those seeking longer-term employment in the public sector. The experience gained here provides valuable insights into council operations, resident engagement, and service delivery. Opportunities for advancement may arise for those who demonstrate commitment, initiative, and a passion for helping others.

In response to the evolving needs of Islington's residents and the drive for service excellence, the borough has embarked on a significant initiative: the consolidation of its Repairs and Access Islington teams into a single, streamlined contact centre. Located initially at our Brewery Road site-with the prospect of future working from our 222 offices-this innovative centre offers a modern, hybrid working environment tailored to meet the highest standards of public service.

Successful applicants will begin their journey at the Brewery Road site, a hub designed to foster collaboration and productivity. Importantly, there is the flexibility to transition to our 222 offices in the future, reflecting our embrace of adaptive work arrangements. This role is hybrid in nature, blending office-based interactions with the opportunity for home working when aligned with the demands of the service. This flexibility empowers employees to balance their professional responsibilities with personal commitments, helping create a supportive and forward-thinking work culture.

Shift Pattern

The role has a requirement to work some Saturdays from 8am through to midday and follow a shift pattern with hours from 8am - 8pm Monday through Friday. Your working hours are structured to support both resident accessibility and work-life balance. The shift pattern is designed to ensure that residents have access to support when they most need it, while also recognizing the importance of downtime and personal time for our staff. The additional shift allowance for qualifying hours reflects our appreciation for your flexibility and dedication.

• Monday to Friday shifts: 8am to 8pm
• Saturday shift: 8am to noon
• Shift allowance: 1.5 times the standard rate, in line with Islington's policy

No requirement to work every weekend, We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Our staff benefits include:

Benefits

• Up to 31 days leave per year, increasing to 36 days after five years of local government service
• A range of flexible working arrangements to maintain a healthy work-life balance, as well as a 35‑hour working week
• Learning and development opportunities to maximise your potential
• Competitive pay and a commitment to paying all staff the London Living Wage at minimum
• Excellent local government pension scheme
• Cycle to Work scheme and discounted gym memberships
• Local discounts from restaurants, shops, health and beauty therapists, and more!