Customer & Systems Support Advisor

Worcester; Street; Hybrid; GBP 23,000 - 29,000; 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 seeking two Customer and Systems Support Advisors to join the Housing & Homelessness Service. You will be the first point of contact for customers, providing advice and assistance by telephone, email and face‑to‑face appointments, and support applications to the Housing Register and homelessness services.

You will work with Housing Officers and partners to ensure customers receive the right support at the right time, maintain accurate records across housing systems, and

Qualifications

• Excellent customer service and communication skills.
• Ability to handle a wide variety of enquiries.
• Organised and accurate with ability to manage competing priorities.
• Strong IT skills and confidence using multiple systems.
• Able to work independently and as part of a team.
• Resilient and professional in challenging situations.
• Empathetic but assertive when supporting customers.
• Commitment to continuous improvement and high-quality services.

Responsibilities

• Provide advice and assistance via telephone, email and face-to-face appointments.
• Support applications to Housing Register, homelessness services, temporary accommodation, discretionary welfare assistance and other housing-related services.
• Maintain accurate records across housing systems.
• Work with Housing Officers and partners to ensure customers receive the right support at the right time.
• Contribute to service development, performance monitoring and administrative processes.

Skills

Customer service

Communication skills

IT skills

Organisation & multi-tasking

Teamwork

Tools

Housing systems

Job description

The following content displays a map of the jobs location ­‑ Trinity Street Housing Advice Centre

Administrative / Clerical / Secretarial inc PA

Sector:

Local Councils

Business Unit:

Homes & Communities

Job Introduction

Customer and Systems Support Advisor (Housing) x 2

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?

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.

We are looking for someone who:

• 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.

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

Why Join Us?

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.

We welcome applications from all sections of the community. Alternative formats and reasonable adjustments can be provided where required.

For an informal discussion about the role, please contact:

Laura Montandon
Housing & Welfare Advice Team Leader
01905 722164
[e-mail]

Closing Date: 13 November 2026
Interview Date: 23 & 24 November 2026