At a Glance
- Tasks: Assist residents in accessing vital services and provide support at our Residents' Hubs.
- Company: Join Tower Hamlets Council, a dynamic and diverse community-focused organisation.
- Benefits: Flexible working hours, supportive environment, and opportunities for personal growth.
- Other info: Diverse community; Somali and Arabic speakers are especially encouraged to apply.
- Why this job: Make a real difference in people's lives while gaining valuable experience.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 27000 - 33000 £ per year.
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. We have set up and developed a number of Residents’ Hubs throughout the borough to support our most vulnerable residents across a range of support services.
Your role will involve working in our Residents’ Hub locations, where you will be assisting residents in various ways to access and apply for a variety of services. You will also be carrying out assessments and referrals for individual residents and raising service requests to internal/external partners along with providing help, guidance, advice and/or assistance at point of contact.
Our current services include helping residents with services such as Housing, Benefits, Council Tax, Parking, Debt Management to employment and training opportunities and welfare benefits with many more areas being added as we develop and extend our service offerings. The role also requires responding to customer queries that come in via the council’s social media accounts.
The service is delivered face to face from multiple sites, over the phone as well as via social media platforms. Our current operational hours are Monday to Friday, 9-5pm for most sites with some that operate on a 10-6pm basis. You will need to be flexible and willing to travel to any part of the borough at short notice to provide cover as required.
We are recruiting to 2 full-time posts at 35 hours per week and 1 part-time post at 28 hours per week consisting of Monday to Thursday. Please make it clear on your supporting statement whether you are applying for the full-time or part-time post. Due to the nature of the role being customer facing, no hybrid working will be available.
We serve a diverse community. To help provide the best service Somali and Arabic speakers are particularly welcome to apply. Please be aware that the vacancy can close earlier than advertised if we receive a certain number of applications.
Tower Hamlets is a truly unique borough at the heart of London – a place where history and innovation sit side by side. From the docks and markets that shaped the East End to the global business hub of Canary Wharf, we are proud to be one of the most dynamic, diverse, and ambitious communities in the UK.
We are also one of the fastest growing and youngest boroughs in the country, offering unrivalled opportunities to make a real difference to people’s lives. Our residents are energetic, creative, and resilient, and our council is committed to delivering the best possible services and opportunities for them.
Our award-winning new Town Hall in Whitechapel provides a modern, flexible workplace for our staff, right at the heart of the borough and directly opposite Whitechapel Tube and Elizabeth line station. It is more than just a workplace – it’s a hub for collaboration, innovation and community, designed to bring out the best in our people.
As an employer, we put equality, diversity, and inclusion at the heart of everything we do. Our active Employee Network Groups celebrate and champion our workforce, helping to ensure that everyone feels a sense of belonging. Guided by our TOWER values – Together, Open, Willing, Excellent and Respect – we are building a positive, inclusive culture where colleagues can thrive.
At Tower Hamlets Council, you’ll find exciting challenges, supportive colleagues, and the chance to shape one of London’s most important and vibrant places. If you’re looking for a role where you can see the impact of your work every day, then Tower Hamlets is the place for you.
Residents' Hub Customer Service Adviser employer: Tower Hamlets
As a Community Hub Co-ordinator with Tower Hamlets, you will be part of a dedicated team committed to improving the lives of adults with learning disabilities. Our inclusive work culture fosters collaboration and innovation, ensuring that you have access to quality supervision, peer support, and numerous opportunities for professional development. With a strong focus on respect and empowerment, we strive to create a workplace where every employee can thrive while making a meaningful impact in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Residents' Hub Customer Service Adviser
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tower Hamlets. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tower Hamlets before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Residents' Hub Customer Service Adviser
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tower Hamlets:Your cover letter is your chance to shine! Tell us why you want to work at Tower Hamlets specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tower Hamlets!
How to prepare for a job interview at Tower Hamlets
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
