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