Customer and Systems Support Advisor

WORCESTER CITY COUNCIL; Worcester; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Flexible and hybrid working

Learning and development opportunities

Generous annual leave

Local government pension scheme

Job summary

Worcester City Council is looking for two Customer and Systems Support Advisors within the Housing & Homelessness Service. You will be the first point of contact for residents, offering housing advice, homelessness support and access to housing-related services via phone, email and face-to-face appointments.

You will help residents apply to the Housing Register, access temporary accommodation and discretionary welfare assistance, while keeping accurate records across housing systems and working

Qualifications

• Excellent customer service and communication skills.
• Strong IT skills and confidence with multiple systems.
• Organised, accurate and able to handle competing priorities.

Responsibilities

• Provide advice and assistance via phone, email and face-to-face appointments.
• Support Housing Register, homelessness services and discretionary welfare.
• Maintain accurate records across housing systems.
• Collaborate with Housing Officers, providers and internal teams to ensure correct support.

Skills

Customer service

IT skills

Communication

Organisational skills

Problem solving

Teamwork

Job description

Worcester City Council is looking for 2 Customer and Systems Support Advisors to join our Housing & Homelessness Service. This is an exciting opportunity to play a key role in supporting residents who require housing advice, homelessness assistance and access to a range of housing-related services. Based on the successful role profile for the position, the postholder will help ensure customers receive timely, accurate and professional support across a wide range of housing functions. As a Customer and Systems Support Advisor, you will be the first point of contact for many customers, providing advice and assistance via telephone, email and face-to-face appointments. You will support applications to the Housing Register, homelessness services, temporary accommodation, discretionary welfare assistance and other housing-related services, whilst maintaining accurate records across a range of housing systems. The successful candidate will work closely with Housing Officers, Registered Providers, landlords, support agencies and other internal teams to ensure customers receive the right support at the right time. You will also contribute to service development, performance monitoring and administrative processes that support the efficient running of the Housing Service. The successful candidates will require a basic DBS Check.

Are you passionate about delivering excellent customer service and making a real difference to people's lives? Do you enjoy helping customers, solving problems and working in a fast-paced environment; where no two days are the same?,

• Has excellent customer service and communication skills.
• Enjoys helping people and dealing with a wide variety of enquiries.
• Is organised, accurate and able to manage competing priorities.
• Has strong IT skills and confidence using multiple systems and databases.
• Can work effectively both independently and as part of a team.
• Is resilient and able to remain professional when dealing with challenging situations.
• Has an empathetic but assertive approach when supporting customers.
• Is committed to continuous improvement and delivering high-quality services. At Worcester City Council, you will be part of a supportive and dedicated team committed to helping residents access housing and support when they need it most. We offer:
• Flexible and hybrid working arrangements.
• Learning and development opportunities.
• Generous annual leave and local government pension scheme.
• A positive and supportive team environment.
• The opportunity to develop your knowledge and experience across multiple areas of housing and customer services.