Customer Services Advisors

London Borough of Brent; Greater London; On-site; GBP 35,000 - 37,000; Full time

Job summary

London Borough of Brent is seeking a friendly, customer-focused frontline adviser for Brent Council's Welcome Desk and Community Hubs. Based at the Civic Centre, you will provide a professional first contact, resolve enquiries and promote digital self-service.

This fixed 36-hour-per-week role offers a permanent contract and opportunities to support residents daily. Join a diverse team committed to accessible, responsive public services.

Qualifications

• Experience delivering customer service in busy environments.
• Confidence communicating with a wide range of people.
• Ability to manage multiple enquiries and seek help when needed.
• Comfort using digital systems and Microsoft Office; help others go online.

Responsibilities

• Welcome residents and visitors, providing a professional, friendly first point of contact and delivering excellent customer service.
• Resolve a wide range of enquiries, requests and complaints, ensuring customers receive the right support or are connected to the appropriate service.
• Support and encourage customers to access council services digitally, providing guidance with online applications, document uploads and self-service facilities.
• Work collaboratively with colleagues across Customer Services, Community Hubs and other Council teams to deliver an efficient, inclusive and customer-focused service.

Job description

Salary range: £34,998 - £37,134 per annum inclusive of London weighting

Contract: Permanent

Hours of work: 36 hours per week

Location: Civic Centre

Bring your skills to a borough that is ambitious, diverse and forward-looking

Brent is one of the most diverse boroughs in the country, with communities, ideas and experiences from across the world helping to shape who we are. Working here means joining a council that is focused on fairness, open to new thinking and committed to improving life for local people.

Our values shape how we work and what people can expect from us. We collaborate proactively, lead inclusively, embrace change, are bold and curious, and celebrate and share our success. For people who care about public service and want their work to matter, Brent offers the chance to make a meaningful difference.

About the role

Join our Customer Services team and play a key role in creating a welcoming, positive experience for everyone who contacts or visits Brent Council. Based within our Welcome Desk and Community Hubs, you'll be at the heart of delivering accessible, high-quality services, helping residents find the support they need while promoting digital inclusion and self-service. This is a varied and rewarding frontline role where no two days are the same, offering the opportunity to make a real difference to our community every day.

In this role, you will:

• Welcome residents and visitors, providing a professional, friendly first point of contact and delivering excellent customer service.
• Resolve a wide range of enquiries, requests and complaints, ensuring customers receive the right support or are connected to the appropriate service.
• Support and encourage customers to access council services digitally, providing guidance with online applications, document uploads and self-service facilities.
• Work collaboratively with colleagues across Customer Services, Community Hubs and other Council teams to deliver an efficient, inclusive and customer-focused service.

This role is central to Brent Council's commitment to providing accessible, responsive services for our residents. You'll build positive relationships with customers and colleagues, adapt to changing priorities, and help ensure everyone can access the services they need with confidence. If you enjoy working with people, solving problems and making a difference in your local community, this is an excellent opportunity to develop your skills in a fast-paced and rewarding environment.

About you:

We are looking for someone who:

• Has experience delivering excellent customer service in a busy, customer-focused environment.
• Is confident communicating with a wide range of people, demonstrating empathy, professionalism and a solution-focused approach.
• Can manage a variety of enquiries, resolving issues efficiently while knowing when to seek additional support.
• Is comfortable using digital systems and Microsoft Office and enjoys helping others build confidence in using online services.
• Can work effectively both independently and as part of a team, adapting to changing priorities and customer needs.
• Has an understanding of, or an interest in, local government services and is committed to providing inclusive, accessible support to all residents.

If you're passionate about helping people, enjoy solving problems and take pride in delivering great customer service, we'd love to hear from you.

Why join us?

We know people do their best work when they feel valued, supported and able to grow. At Brent, you will benefit from:

• 27 days' annual leave, rising with length of service, plus bank holidays
• Local Government Pension Scheme with generous employer contributions
• hybrid and flexible working options for most roles
• supportive family-friendly policies
• health and wellbeing support, including eye test support and a 24/7 Employee Assistance Programme
• financial wellbeing support, including education sessions, childcare deposit loans, and season ticket loans
• travel support, including affordable parking nearby, a Cycle to Work scheme, and onsite facilities
• learning and development opportunities to support your career
• access to My Brent Rewards with exclusive discounts on shopping, travel, leisure and entertainment

Brent Council values the diversity of its community and aims to have a workforce that reflects the people we serve. We welcome all applications from all sections of the community and encourage applicants to complete the diversity survey section of the application.

We are committed to fostering an inclusive workplace where everyone is treated with dignity, respect and fairness. We expect all employees to demonstrate a commitment to equality, diversity and inclusion and to promote inclusive, non-discriminatory practices in their work. This commitment forms part of our recruitment process, and candidates may be assessed on their understanding of and ability to contribute to an inclusive working environment.

The information we collect from you will be shared with Cifas, who will use it to help prevent fraud and other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details on how your information will be used by Brent and Cifas, and your data protection rights can be found here.

As a Disability Confident employer, we guarantee an interview to disabled applicants who meet the essential criteria for the role. This includes people with hidden disabilities, long term health conditions, diagnosis, and mental health conditions. We also guarantee an interview to care-experienced applicants who meet the essential criteria. Information shared for this purpose will be treated fairly and used only to confirm eligibility under these schemes.

If you need reasonable adjustments at any stage of the recruitment process, please contact [e-mail].

Brent has a positive approach to flexible working.