Contact Centre Advisor in City of Westminster

Our local government clients in Westminster, London, are recruiting a Contact Centre Advisor. This is a vital frontline role supporting residents, particularly those experiencing homelessness, through high-quality customer service and case management.

Responsibility

• Handle customer queries via telephone and email with professionalism and empathy.
• Accurately record and manage cases using internal systems and spreadsheets.
• Proactively drive queries and workstreams forward, often through to resolution.
• Communicate clearly and effectively, ensuring every interaction is led with understanding and care.
• Collaborate with internal teams and external partners to ensure seamless service delivery.

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Proven skills in working within a customer service environment.
• Proven skills in problem-solving.
• Proven skills of good communication (both written and verbal).
• Advanced – Microsoft Office (Word, Excel, Outlook), social media and accounting software.

Qualifications, Knowledge, and Experience Requirements - Criteria to be Evaluated at the Shortlisting Stage

We’re looking for someone who thrives in a fast-paced environment and is passionate about making a difference in people's lives. The ideal candidate will have:

• Mandatory experience in a contact centre or equivalent customer service role.
• Desirable experience working within or alongside homelessness services.
• Strong written and numerical skills.
• Proven ability to manage cases and maintain accurate records.
• Excellent telephone communication skills.
• A proactive and driven approach to customer service.

Essential Experience

• Demonstrable experience of delivering excellent customer service.
• Experience of working in a fast-paced and target-driven environment, and able to meet targets and deadlines whilst working under daily pressure.
• Experience in dealing with difficult customers and maintaining a professional approach to resolving their concerns/meeting their needs.

Desirable Experience

• Experience of working within a public sector environment.
• Experience of service delivery in a Contact Centre or customer-facing environment.
• Customer-focused and able to communicate with stakeholders both internally and externally.
• Well-developed questioning and listening skills and an ability to communicate with empathy and clarity, both by phone and across a range of digital platforms.
• Good written and spoken English.
• Use appropriate communication skills, along with reinforcement techniques during non-facing customer interactions.
• Demonstrate patience and calmness when dealing with customer conflict and challenge.
• Ability to quickly tune into customers' needs to show you understand the customer's point of view.
• Confident using a range of digital platforms to resolve customer queries.
• Use an appropriate ‘tone of voice’ in all communications, including written and digital, that reflects the organisation's brand.
• Good keyboard skills, accuracy and attention to detail.
• A passionate and enthusiastic team player with a positive and flexible approach.
• Able to acquire knowledge and grasp new concepts quickly and to deal appropriately with diverse enquiries of varying degrees of difficulty.

Essential Compliance Requirements

• 3 Years References, including current employment.
• Willing to engage in the mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.