Resident Access Adviser

Carrington West; City Of London; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading consulting firm in London is seeking an experienced Resident Access Adviser. This role involves providing advice and resolving enquiries for residents across various channels, ensuring excellent customer service. Strong communication and ICT skills, along with a passion for customer service, are essential. Flexibility for occasional in-office meetings is required.

Qualifications

• Experience in a customer service environment or contact centre.
• Ability to communicate clearly across different channels.
• Strong understanding of service area information.

Responsibilities

• Act as the first point of contact for residents.
• Resolve enquiries and process requests.
• Support the delivery of feedback and customer insight activities.

Skills

Experience in customer service

Strong listening skills

Excellent written communication

Strong ICT skills

Organizational and time management

Ability to work under pressure

Job description

We're recruiting an experienced and customer-focused Resident Access Adviser to join a busy Resident Access Team. This is an excellent opportunity for a professional with strong communication skills, a passion for customer service, and experience handling enquiries across multiple channels.

You'll play a key role as the first point of contact for residents, providing advice, resolving enquiries, processing requests, and signposting customers to the correct services. Working across phone, face‑to‑face, email, web, and digital channels, you'll help ensure a seamless resident experience while supporting the council's commitment to customer excellence and digital transformation.

The role will be predominantly remote with occasional travel to the office for meetings.

The Role

• Act as the first point of contact for residents, dealing with enquiries across a wide range of services including Parking, Waste, Council Tax, Benefits, Housing, Planning, Licensing, Environmental Services and more.
• Quickly understand customer needs and resolve enquiries efficiently, promoting digital channels and assisted self‑service where appropriate.
• Handle enquiries via telephone (inbound and outbound), face‑to‑face, email, web, live chat, SMS and written correspondence.
• Accurately process payments in line with required security, GDPR and data protection procedures.
• Maintain and update CRM and other council databases to ensure accurate customer records and enable reporting.
• Provide excellent customer service, ensuring queries are handled professionally, consistently and to a high standard.
• Signpost and triage residents to specialist teams for more complex enquiries.
• Support the delivery of surveys, feedback collection and customer insight activities.
• Assist with training new staff, offering advice, guidance and acting as a buddy where required.
• Maintain up‑to‑date knowledge of council services, processes, systems and organisational changes.
• Uphold confidentiality and information management requirements in all work.
• Support contingency or emergency response duties as required, including potential out‑of‑hours work.
• Participate in ongoing service improvement, offering ideas and practical solutions to enhance the resident experience.
• Work flexibly across multiple channels, locations and operational demands, including supporting digital delivery and queue‑busting where needed.

Key Requirements

• Experience working in a customer service environment, contact centre or high‑volume frontline service.
• Ability to communicate clearly and effectively with a wide range of customers across different channels.
• Strong listening skills and the ability to understand and resolve enquiries efficiently.
• Ability to retain and apply large volumes of information across multiple service areas.
• Excellent written communication skills and attention to detail.
• Strong ICT skills, including experience using CRM systems, council databases and Microsoft applications.
• Ability to work under pressure, manage competing demands and remain calm in challenging situations.
• Experience dealing with difficult or distressed customers.
• Ability to work collaboratively with colleagues, service departments and external partners.
• Strong organisational and time management skills.
• A positive, flexible approach with a commitment to delivering excellent customer service.
• Ability to support others, including mentoring junior staff or assisting with escalated enquiries.

What You Need to Do Now

APPLY NOW – If you are interested in this role and meet the criteria above, please apply and send us your application today. If you do not hear from us within 48 hours of applying, your application has been unsuccessful.