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- Tasks: Support residents with empathy through high-quality customer service and case management.
- Company: Join a leading public-sector provider dedicated to making a difference.
- Benefits: Competitive salary, supportive team environment, and opportunities for personal growth.
- Why this job: Make a real impact in people's lives while developing your customer service skills.
- Qualifications: GCSEs in English and Maths, plus experience in customer service.
- Other info: Fast-paced role with a focus on teamwork and community support.
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.
Responsibilities:
- 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.
Qualifications – 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.
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.
Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.
Contact Centre Advisor in Westminster employer: Diamond Blaque HR Solutions
Contact Detail:
Diamond Blaque HR Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor in Westminster
✨Tip Number 1
Get to know the company! Research their values and mission, especially how they support residents. This will help you tailor your approach during interviews and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your communication skills! Since this role is all about empathy and clarity, try role-playing common customer scenarios with a friend. This will help you feel more confident when handling real-life queries.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips and might even refer you, which can give you a leg up in the application process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Contact Centre Advisor in Westminster
Some tips for your application 🫡
Show Your Empathy: As a Contact Centre Advisor, empathy is key! Make sure to highlight any experiences where you've helped customers, especially those in tough situations. We want to see how you connect with people and understand their needs.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate good communication skills, so make sure your written words reflect that. Remember, clarity is crucial in customer service!
Highlight Relevant Experience: If you've worked in a contact centre or similar role, shout about it! Share specific examples of how you've handled queries or resolved issues. We love seeing candidates who can demonstrate their problem-solving skills and customer service experience.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're proactive, which is exactly what we’re looking for!
How to prepare for a job interview at Diamond Blaque HR Solutions
✨Know Your Stuff
Before the interview, make sure you understand the role of a Contact Centre Advisor inside out. Familiarise yourself with common customer service scenarios, especially those related to homelessness services. This will help you demonstrate your knowledge and show that you're genuinely interested in making a difference.
✨Show Empathy
Since this role involves supporting vulnerable residents, practice how you would communicate with empathy and understanding. Think of examples from your past experiences where you successfully handled difficult situations with care. This will highlight your ability to connect with customers on a personal level.
✨Brush Up on Your Tech Skills
Make sure you're comfortable using Microsoft Office and any other digital platforms mentioned in the job description. If you can, do a quick refresher on Excel and Word, as well as any relevant software. Being tech-savvy will give you an edge and show that you're ready to hit the ground running.
✨Practice Active Listening
During the interview, focus on demonstrating your active listening skills. This means not just hearing but understanding what the interviewer is saying. Respond thoughtfully and ask clarifying questions if needed. This will showcase your communication skills and your ability to engage effectively with customers.
