Community Helpdesk Advisor

Local Government South East; Portsmouth; On-site; GBP 25,000 - 30,000; Full time

Job summary

Portsmouth City Council is seeking a Customer Service Helpline Assistant for the HIVE Community Helpdesk, based primarily at Central Library. You will help connect residents, families and professionals with information and support, delivering a welcoming and responsive service in person and remotely.

Join a team that connects communities with local groups and services, while supporting the School Uniform Share Store and ensuring consistent information across locations in Portsmouth.

Qualifications

• Customer service experience preferred.
• Excellent spoken and written English.

Responsibilities

• First point of contact for residents and professionals via face-to-face, telephone, email, and social media.
• Provide information, advice, and referrals and support through the CRMS system.
• Assist with the School Uniform Share Store by sorting and organising donated uniforms.

Job description

Your New Role

Managed by the VCSE Team in Culture & Community Services, located with HIVE Portsmouth, our Community Helpdesk is located within Central Library.

HIVE Portsmouth https://www.hiveportsmouth.com/ has been developed by a group of voluntary sector leaders working in partnership with the City Council and Health and Care services. The role of the HIVE is to support people within their communities to live independently, by connecting them with groups and organisations who can help them and by working with individuals to make their communities a better we also manage the City’s School uniform sharestore.

The role will be working as part of a team, helping connect residents, families and professionals with information, advice and support they need. You will be the first point of contact and advice on the HIVE Community Helpdesk providing a welcoming and responsive service through face to face conversations, telephone, referrals, email, social media and our CRMS system.

Although based primarily at the Community Helpdesk within Central Library, you will be expected to support other HIVE Community Helpdesk locations across the city as needed, ensuring residents can access consistent information, advice and support wherever they engage with the service.

In addition, you will support the School Uniform Share Store, helping to sort and organise donated uniforms so they can be redistributed to local families.

Job Details

• Full Time
• Permanent
• Portsmouth
• 27346 £ / Year
• Closes: 27 September 2026

Portsmouth City Council

Local Government

Who Is The Person Summary

You will have a customer service experience and a passion for quality customer service and delivery that is clear and accurate and an understanding of what good customer service means. With an excellent standard of spoken and written English, you will have experience of engaging with difficult and challenging situations and people. With a flexible approach and the ability to work under pressure as well as being able to show empathy and not make assumptions or judgements.