Job Description

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Customer Service Advisor

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Can you deliver Excellence?

Customer Services Advisors for the Corporate Contact Centre

Tower Hamlets Council is transforming the way services are delivered to make them more consistent, more accessible, and capable of meeting the changing needs of our customers.


Our multi-tasked team currently deals with a wide range of frontline customer services which include Council Tax, Benefits, Parking, Pest Control, Waste management, Highways, Complaints and Switchboard services. These services are delivered over the phone, online, social media platforms, emails, as well as face to face from multiple sites. Although your job will be with the corporate contact Centre, you will need to be flexible and willing to travel to any part of the borough at short notice, to provide cover at our Resident hubs when required.


There are currently some opportunities to work from home, however the frequency is determined by business needs and is subject to changes in corporate policy.


Successful candidates will be working in a busy call centre environment and expected to meet targets. You must have a 'customer first' attitude, strong communication skills, the ability to work under pressure and remain calm in challenging situations.


We are currently recruiting for Customer Service Advisor positions consisting of the following:

1 x Full-time post

- 35 Hours per week, 9.00 to 5.00pm, Monday-Friday.

This is a fixed term contract until 31st March 2026.

2 x 17.5 hours per week, permanent positions involving shift A and B.

Shift A:

Working Monday, Tuesday, Thursday

12.30 to 5pm

and Friday

1-5pm

Shift B:

Working Monday, Tuesday, Thursday

12.30 to 5pm

and Friday

9-1pm

If you are hardworking, flexible, and passionate about customer services and want to make a positive contribution to the lives of our customers, please see the job description and person specification provided.



Tower Hamlets vision for our borough is that: people are aspirational, independent and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.


Tower Hamlets has a zero-tolerance approach to, and works to eradicate, all forms of discrimination on the basis of race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, status as a civil partner, gender, gender identity, gender expression, pregnancy and maternity and looks to employ a diverse workforce representative of those groups. We recognise that people can also be disadvantaged by their social and economic circumstances, so we will work to eliminate discrimination and disadvantage caused by social class.


We welcome applicants interested in flexible working arrangements and also applicants who live in the borough.

Files

Customer-Service-Advisor-JD-&-Person-Spec-(Corporate-Contact-Centre).pdf