Contact Centre Advisor

Brackenberry; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in Greater London is seeking a Contact Centre Advisor for a temporary role in the City of Westminster. The advisor will act as the first point of contact for residents experiencing homelessness, providing empathetic and solution-focused customer service. Candidates should have excellent communication skills and previous customer service experience. The role offers a pay rate of £17.23 - £22.54 per hour and is located on-site, with potential for extension.

Qualifications

• Demonstrable experience delivering excellent customer service.
• Experience dealing with difficult or challenging customers professionally.
• Good written and spoken English.

Responsibilities

• Act as the first point of contact for Housing Solutions enquiries.
• Provide accurate information, advice, and assistance to customers.
• Asses customer needs sensitively and record customer interactions.
• Take ownership of customer enquiries and resolve issues.

Skills

Customer service excellence

Empathy

Strong communication skills

Ability to work in a fast-paced environment

Job description

We are working closely alongside a Local Authority in City of Westminsterto assist with the appointment of a Contact Centre Advisor, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £17.23 - £22.54 per hour

Summary

The Housing Solutions Contact Centre Advisor is a key frontline role within Westminster City Councils Housing Solutions service. The post holder will act as the first point of contact for residents experiencing homelessness or at risk of homelessness, providing high-quality, empathetic, and solution-focused customer service across multiple contact channels.

Responsibilities

• Act as the first point of contact for Housing Solutions enquiries, delivering excellent customer service across phone, email, web chat, and social media.
• Provide accurate information, advice, and assistance to customers while maintaining a caring, empathetic, and professional approach.
• Assess customer needs sensitively, probing appropriately to gather relevant information.
• Accurately record and update customer interactions on relevant systems.
• Take ownership of customer enquiries and resolve issues at first point of contact wherever possible.
• Deal calmly and objectively with challenging or distressed customers.

Essentials

• Demonstrable experience delivering excellent customer service.
• Experience working in a fast-paced, target-driven environment.
• Experience dealing with difficult or challenging customers professionally.
• Strong communication skills with the ability to show empathy and clarity.
• Good written and spoken English.

Please note

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K.

Disclaimer

Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important

We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.