Resident Adviser

Are you passionate about delivering exceptional customer service and making a meaningful impact in your community? Hammersmith & Fulham Council, in partnership with Pertemps, is seeking Resident Advisers to be the vital first point of contact for residents, helping them navigate council services and ensuring a seamless, high-quality experience.

Why This Role Matters

This is more than a job-it’s an opportunity to represent Hammersmith & Fulham Council’s commitment to excellence. As a Resident Adviser, you’ll be at the forefront, assisting residents with diverse enquiries across services such as Parking, Benefits, Environmental Services, Planning, and more. Your dedication will directly influence resident satisfaction and the council’s reputation.

What You’ll Do

Handle enquiries through multiple channels, including phone, face-to-face, web chat, and email.

Resolve issues efficiently and effectively, striving for first-contact resolution.

Promote and assist residents in using digital and self-service channels.

Provide accurate information, process payments, and uphold data protection standards.

Manage complex cases, liaising with service providers to deliver timely solutions.

Act as a champion for excellent customer service and contribute to continuous improvement initiatives.

Proven experience in customer service: Preferably in a call centre, public sector, or similar environment.

Exceptional communication skills: Verbal and written, with a professional and empathetic approach.

Tech-savvy mindset: Ability to quickly learn and utilise multiple IT systems and databases.

Calm under pressure: Handle challenging situations with tact and professionalism.

Detail-oriented: Strong organisational skills and a commitment to accuracy.

Collaborative spirit: Work effectively with colleagues, stakeholders, and external partners.

Perks of the Role

Comprehensive training to build expertise in council services.

Diverse and dynamic environment with a strong focus on professional growth.

Chance to be part of a team driving real, positive change in the community.