Housing Services Advisor

London Borough of Tower Hamlets; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

London Borough of Tower Hamlets is seeking five Housing Services Advisors to join our busy Housing Services Centre on a 6-month fixed-term contract. The role is hybrid working and office-based at first, with training before hybrid arrangements.

You will be the first point of contact for residents, delivering professional customer service across repairs and housing enquiries, using NEC Housing system and building strong resident relationships.

Qualifications

• Experience in a contact centre environment.
• Experience using NEC Housing system is desirable.
• Strong verbal communication and ability to manage resident expectations.

Responsibilities

• Provide professional customer service across housing services by phone.
• Handle repairs and general housing enquiries.
• Be the first point of contact for residents and route queries appropriately.

Skills

Contact centre experience

Tools

NEC Housing system

Job description

About The Role

Housing Services Advisor x 5 - Contact Centre (Hybrid working)

Fixed Term Contract - 6 months

Our Housing Services Centre (HSC) is seeking to recruit five Housing Services Advisors to join our busy, fast-paced team. This office-based role is ideal for individuals with previous contact centre experience, particularly those who have worked with housing repairs and are confident using the NEC Housing system. We are looking for energetic and enthusiastic candidates who can manage resident expectations effectively while consistently delivering excellent customer service over the phone.

As the first point of contact for residents contacting us, you will provide professional and responsive support across a wide range of service areas, including repairs and general housing customer enquiries.

This is a temporary, 6-month fixed term contract.

Our business hours are 8:30am to 5:00pm, and successful candidates will be required to complete an intensive training and on-boarding programme in the office before commencing hybrid working arrangements.

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About Tower Hamlets

Tower Hamlets is a truly unique borough at the heart of London - a place where history and innovation sit side by side. From the docks and markets that shaped the East End to the global business hub of Canary Wharf, we are proud to be one of the most dynamic, diverse, and ambitious communities in the UK. We are also one of the fastest growing and youngest boroughs in the country, offering unrivalled opportunities to make a real difference to people's lives. Our residents are energetic, creative, and resilient, and our council is committed to delivering the best possible services and opportunities for them.

Our award-winning new Town Hall in Whitechapel provides a modern, flexible workplace for our staff, right at the heart of the borough and directly opposite Whitechapel Tube and Elizabeth line station. It is more than just a workplace - it's a hub for collaboration, innovation and community, designed to bring out the best in our people.

As an employer, we put equality, diversity, and inclusion at the heart of everything we do. Our active Employee Network Groups celebrate and champion our workforce, helping to ensure that everyone feels a sense of belonging. Guided by our TOWER values - Together, Open, Willing, Excellent and Respect - we are building a positive, inclusive culture where colleagues can thrive.

At Tower Hamlets Council, you'll find exciting challenges, supportive colleagues, and the chance to shape one of London's most important and vibrant places. If you're looking for a role where you can see the impact of your work every day, then Tower Hamlets is the place for you.