Resident Experience Officer

*About Us At Hounslow*
We'd love you to join us at the London Borough of Hounslow Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we've built strong partnerships which have transformed how we serve one of London's most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

*About Our Commitment To Diversity And Inclusion*
We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in "Harness the Mix". It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There's space for you to tell us what you need within our application form.

*Our Benefits
About The Role*
We are excited to advertise for a Resident Experience Officer to join our committed and highly valued Resident Experience Team.

The Resident Experience and Localities Service provides a One Hounslow approach to resident contact by having a unified front door where statutory duties are checked, safeguarding issues are identified, and there is an early help approach to those residents where there is still a presenting need or a future risk. We provide a positive, consistent and inclusive experience when contacting Hounslow via any of its access channels, ensuring first point of contact resolution wherever possible.

We are looking for enthusiastic Resident Experience Officers with strong communication skills along with a drive to improve our residents experience who can assist, signpost, and resolve a wide variety of enquiries to the residents and businesses of Hounslow.

Do you have experience and knowledge of working in a busy Contact Centre environment ideally within Local Government or a similar organisation that demands service excellence? Our Resident Experience Contact Centre is open 8:00-18:00 Monday to Friday, and you will be required to work 36 hours per week on a rota basis to cover these hours.

You will be required to complete a Basic DBS check.

*About The Team You'll Be Working In*
As a Resident Experience Officer, you will act as the first point of contact for all customers (residents, employees and members) accessing Hounslow services via a multi-channel environment.

*Specific Accountabilities For The Role:*

• Provide information, assistance and guidance to residents, businesses and partners working across multiple channels. Support first point of contact resolution using your knowledge and experience to understand their needs, and correctly interpret the information available.
• Signpost customers to other agencies when services are not available through the Council. Take a holistic approach to understanding an individual/families circumstance, ensuring an early help and prevention intervention is provided where required.
• Provide accurate advice to residents on the services handled by the service and the correct service level agreements for resolving enquiries across the Council.
• Complete digital assistance, supporting individuals to register online accounts, search for information on the website/Hounslow Connect, complete requests for information, applications for services and logging/tracking issues raised.

*About You*
If the points below resonate with you, we'd love you to put in an application:

• You will be a role model for our values, creating the conditions for our people and residents to succeed.
• You will demonstrate the ability to work flexibly to provide support across the team as required, e.g. responding to the needs of the business to meet peaks and troughs in workloads.
• You will have excellent communication skills and be used to dealing with enquires from both internal and external customers across multiple channels. Resolving enquiries in a way that positively promotes the council and its services.
• You are self-motivated and able to manage your own time effectively working to your own and others deadlines.
• An excellent communicator, you will be able to understand and explain clearly to residents the support options available to them and what to expect.

Read more about the work you'll be doing in the Role Profile.

Don't meet every single requirement? We know that sometimes people can be put off applying for a job if they think they can't tick every box. At Hounslow, we realise the 'perfect candidate' doesn't exist. So, if you can do most of what we're looking for, go ahead and apply. You may be just the right candidate for the job or be perfect for one of our other roles

*When Interviews Will Be Held And Who To Contact
The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact:
Email:
Interviews and competency-based assessments for this job will be held during week commencing 3rd November 2025.
Please note CV's will not be accepted for this role.
Email:
Interviews and competency-based assessments for this job will be held during week commencing 3rd November 2025.
Please note CV's will not be accepted for this role.*