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Customer and System Support Advisor

4 months ago

Worcester, Worcestershire, United Kingdom Worcester City Council Full time

We are looking for an enthusiastic, motivated and flexible individual to join the Customer and System Support Team (Housing). The team provides customer service and administrative support across the Strategic Housing Team.

You will be working in a busy frontline housing service where no two days will be the same. Working on a rota basis, you will be the first point of contact for customers at the Council's Housing Advice Centre in Worcester City Centre, as well responding to phone and email enquiries relating to homelessness, private sector housing, housing benefit, council tax support, temporary accommodation and Housing for You.

You will provide support for vulnerable customers to complete applications for homelessness, the housing register, as well as housing benefit and council tax support. You will be monitoring and allocating homelessness referrals in compliance with homelessness legislation. You will be assessing and banding Housing for You applications in line with existing policy, carrying out periodic reviews of the Housing waiting list, verifying social housing adverts and processing customer banding review requests.

In addition, you will provide administrative support for the Strategic Housing Team, including raising purchase orders, processing invoices for payment and coordinating payments for storage and removals.

Key Requirements

Educated to NVQ level 3 or appropriate work experience Excellent written and verbal communication skills; able to communicate with a wide variety of people for a variety of purposesExcellent IT skills – experience of using a variety of programmes to communicate, keep accurate records and monitor progress and performance. Excellent time management and personal organisation skills; working with accuracy and attention to detail Able to use initiative to respond to problems and unexpected situations; ability to work under pressure and be flexible to respond to the changing needs of the service; ability to work with minimal supervision.Experience of or interest in working in Housing or a related fieldSignificant experience of dealing with customer enquiries (face-to-face, phone and email) Experience of working under pressure in a busy customer-focused environment; experience of working in reception and providing a range of face-to-face advice to customers.Embraces and actively participates in a culture of progressive change; a willingness to learn and develop new knowledge and skills An empathetic but assertive approach, with the ability to communicate difficult decisions; experience of dealing with challenging behaviour The interview will consist of competency-based questions and a practical task; please allow 1.5 to 2 hours. We welcome applications from all sections of the community. We would like to help you shine during this process. If you need any assistance with applying please contact the Recruitment team on We can assist with alternative formats for your application or offer a MS Teams interview for example.

For further information about the role, please contact Madeline Ajetunmobi, Housing Advice and Welfare Team Leader at

Closing Date: 17th June 2024

Interview date: 25th June 2024

Attached documents
SH2 2 Housing Technical Level 4 - CSSA - vMay
Person specification