Customer Service Officer (Call Centre)

Customer Service Advisor (Contact Centre)

Wembley, London (Local Authority)Temporary Ongoing Contract | Immediate Start Available

Pay Rate:

  • £18.07 per hour PAYE
  • £23.80 per hour Umbrella

Location: Initially office-based at the Civic Centre, Wembley Park for training. Following successful completion of training, a hybrid working pattern will apply with 3 office days per week (Tuesday, Wednesday and Thursday) and 2 days working from home.

About the Role

We are recruiting on behalf of a busy Local Authority Contact Centre in Wembley for a number of temporary ongoing vacancies. These positions offer an immediate start and the opportunity for long-term extensions for candidates who perform well.

This is an excellent opportunity for experienced customer service professionals who thrive in a fast-paced environment and enjoy helping members of the public.

Key Responsibilities
  • Responding to customer enquiries via telephone in a professional, helpful and customer-focused manner.
  • Handling calls across multiple service areas including:
  • Switchboard
  • Housing Repairs
  • Domestic Abuse
  • Housing Needs
  • Other council service queues as required
  • Updating and maintaining accurate records across numerous internal IT systems.
  • Providing information, advice and guidance to residents and service users.
  • Delivering excellent customer service while managing a high volume of calls.
  • Ensuring all interactions are handled efficiently and sensitively.
Candidate Requirements
  • Previous experience within a customer service, contact centre or call centre environment.
  • Excellent telephone manner and communication skills.
  • Strong IT skills with the ability to quickly learn and navigate multiple systems.
  • Ability to work effectively under pressure in a busy environment.
  • Strong attention to detail and accurate data entry skills.
  • Knowledge of Brent Council's roads, streets and local area would be advantageous.
  • Reliable, professional and committed to long-term temporary work.

Working Hours

Monday to Friday8:50am to 5:04pm

Please note:

  • Full-time hours only.
  • No part-time opportunities are available.
  • The pay rate is fixed and non-negotiable.

Training & Working Arrangement

For the first three months, successful candidates will be required to work full-time from the Civic Centre in Wembley Park to complete training and onboarding.

Following training, staff will work:

  • Office-based: Tuesday, Wednesday and Thursday
  • Home-based: Monday and Friday
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