Customer Service Advisor - Full Time

London Borough of Newham; England; On-site; GBP 36,000 - 37,000; Full time

Job summary

London Borough of Newham is recruiting two Customer Service Advisors to join our Resident Experience team. You will handle a range of services, provide information and signposting, and help residents with inquiries at first point of contact.

You will work in a busy front-line environment, respond to calls, emails and live chats, process concessionary travel applications, and contribute to delivering high-quality customer care during opening hours.

Qualifications

• Previous experience of working in a contact centre or similar customer focused organisation is preferred.

Responsibilities

• Answer calls from Newham residents about a range of services providing signposting guidance and support and resolving queries at first point of contact.
• Investigate and respond to customer complaints and provide feedback to the Customer Service Management Team.
• To process and make decisions on concessionary travel applications.
• To assist with admin support as and when required to further enhance resident experience.

Job description

Customer Service Advisor x 2

£35,520 - £36,585 Per Annum

Scale 6 full time

Permanent

36 Hours Per Week

About us

Resident Experience are proud to have some of the most exciting opportunities that the borough can offer within a dynamic and constantly evolving environment and providing a broad knowledge of the many services we represent.

Our Customer services team support our community and residents with accessing our services, provide information, advice and guidance and resolve customer complaints.

About the Job

Our Customer Services Team play a vital role in achieving our goals by providing the residents of Newham with ‘top class’ services which are delivered ‘right, first time, every time’. To achieve this, we need to ensure we have the right people working for us. We need people:

• To support the Council’s vision and HEART agenda by providing a wide range of best in class front line services within customer services.
• To support the ethos of ‘right first time’ within customer services.
• To support the overall delivery of excellent customer care by working in conjunction with the customer services team to provide high quality service during opening hours.
• To support the day to day operations of Customer Service in conjunction with the management team.
• To answer calls from Newham residents about a range of Services providing signposting guidance and support and resolving queries at first point of contact.
• To assist with admin support as and when required to further enhance resident experience.
• To answer queries received via multiple channels such as Emails, web queries, Social Media and live chats.
• To process and make decisions on concessionary travel applications.
• To investigate and respond to customer complaints and provide feedback to the Customer Service Management Team.

About You

In our quest for excellence in delivering services to the public we are looking for outstanding and enthusiastic individuals who are professional, bright, committed, flexible, and innovative, with great customer care skills. Previous experience of working in a contact centre or similar customer focused organisation is preferred.

We reserve the right to close this posting early if a high volume of applications is received.

Closing date: 31st August 2026

Additional Information

We are committed to creating an inclusive, anti-racist environment for all. When you apply for a job at Newham, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. If you share our vision and values, and you bring the experience and skills we need, that’s all that matters to us.

The London Borough of Newham has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.

We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by https://www.cifas.org.uk/fpn.