Customer Admin/Process Support Officer

Islington Council; City Of London; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Leave allowance

Flexible work

London Living Wage

Pension scheme

Cycle to Work

Job summary

Islington Council is recruiting a Customer Admin/Process Support Officer to deliver holistic, person-centred housing services and manage a high volume of enquiries across multiple channels.

You'll use a right-first-time approach to provide high-quality housing advice, identify opportunities for early intervention, and develop expertise across service areas. The role supports fair, inclusive public service values and offers pathways for staff development.

Responsibilities

• Provide holistic, person-centred housing services.
• Manage a high volume of enquiries across multiple channels.
• Deliver high-quality housing advice and identify opportunities for early intervention.

Job description

About The Role

Join our team and make a difference!

Islington Council is committed to delivering one of the best Housing Operations services in the country. If you are motivated to help improve housing services and make a real impact, we would love to hear from you.

As a Customer Admin/Process Support Officer, you will provide holistic, person-centred housing services, managing a high volume of enquiries across multiple channels using a "right first-time" approach. You will play a vital role in delivering high-quality housing advice, identifying opportunities for early intervention, and enhancing the overall customer experience through developing expertise across different service areas.

This is an exciting opportunity to contribute to a service that values fairness, inclusion, and continuous improvement, while working as part of a team that supports and empowers its staff.

Working for the team, service and our organisation

Islington is a place rich with diversity and culture. As a council our sense of purpose couldn't be clearer: we serve. It's in the logo. 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. Together we can change the future.

We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.

To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out 'CARE', which is what we think public service is all about.

Our offer to you

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:

• 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!

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.

Pre-Employment Checks

Any offer of employment will be subject to the successful completion of required pre-employment checks. These may include:

• Proof of address


• Evidence of any name changes (if applicable)


• Right to work in the UK


• Overseas criminal record check (if applicable)


• Satisfactory references


• Occupational Health clearance


• Evidence of professional qualifications or registrations


• DBS check at the appropriate level (if applicable)

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.

The post is subject to a basic DBS check and 3/5 years referencing.

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.