Resident Access Advisor

Job Details


1.1 The purpose of this multi-disciplined position is to deliver excellent service to residents visiting and contacting the Councils by telephone, face to face and other digital channels including chat, social media and emails. Aiming to provide an efficient and accurate service. Resident Advisers will advise on a diverse range of council and partner services resolving at the first point of contact wherever possible and ensuring council services interface seamlessly with back office departments.

1.2 Post holders will engage with customers through a variety of channels including telephone (both inbound and outbound), web, email, face to face, SMS and written correspondence. Post holders will be expected to have excellent IT, customer service and communication skills and will acquire detailed knowledge of Hammersmith and Fulham services ensuring services interface seamlessly with ‘back office’ departments, delivering excellent standards of customer care and consistent high-quality information and advice on aspects of all the services provided.

1.3 The post holder will rotate between providing all frontline services and duties and will be required to work across different locations including our contact centre in Hammersmith.

1.4 This role is the front door and the first contact residents have to Hammersmith and Fulham council services. This role has a direct impact on the council’s reputation and associated customer satisfaction.

1.5 Residents’ Advisers will be paid within a salary range that reflects a Competent to Fully Competent ability level. Progression within the salary band will be determined by satisfactory performance reviews and based on the jobholder’s volume and level of competency of the range service areas, with the appropriate levels of knowledge and skill set capabilities.

1.6 The objective is to ensure residents receive an excellent experience, timely and positive response to their contact with Hammersmith and Fulham by all channels, achieving performance targets and high rates of satisfaction; resolving enquiries at first point of contact.


2.1 To be the first point of customer contact and provide advice and assistance processing enquiries, including possible complaints, from a wide range of services (such as Parking and Permits, Waste, Planning, Licensing, Elections, Schools Admissions, Environmental Services, Highways and Cleaner Greener, Council Tax, Benefits). This list is not exhaustive and may include other services as part of the wider resident access programme. To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience and continually promoting digital channels and assisting self-service.

2.2 Process payments from customers for the services offered following the appropriate process ensuring the correct security measures are followed under GDPR and Data Protection.

2.3 Ensure all customers are responded to promptly within performance standards and in a friendly and professional manner with the highest level of Customer Care. Excellent customer service to be provided at all times along with a demonstrable commitment to a ‘can do’ and problem-solving attitude

2.4 Resident Advisers will also be required to carry out support activities to ensure the efficient and effective running of the Hammersmith and Fulham business as usual operation. These activities will include the opening and dispatch of post and to provide timely scanning and indexing.

2.5 Put customer needs first at every opportunity, treating customers in a fair and consistent way and responding effectively to the needs of both internal and external customers. Interact with customers in a manner that exceeds their expectations and delivers real customer value to achieve an enhanced customer experience.

2.6 Good IT skills and experience to use, maintain and update Council and other databases to ensure information remains accurate and relevant in accordance with the GDPR and Data Protection Act, ensuring data is stored accurately to enable the production of statistical and management reports as required

2.7 Listening to customer feedback and providing options so that informed choices can be made, balancing customer expectations with council policies and any resource limitations. Where appropriate and agreed to signpost, direct and/or connect residents and enquiries to other individuals/departments where more complex and specific advice is required to ensure effective service delivery

2.8 To act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiries, outstanding tasks and administration are followed up and dealt with to the satisfaction of both the customer and the Council

2.9 Form robust, positive and effective working relationships with colleagues across the council and across external bodies delivering services on behalf of the council and with partner organisations. Work as part of the Residents’ service and develop effective and productive working relationships with all key stakeholders to deliver solutions to customer enquiries/complaints including those that are complex.

2.10 To carry out surveys on a range of issues and record the outcomes

2.11 Assist with the delivery of staff training, offering advice and guidance as required. Acting as a “buddy” to new members of staff

2.12 To have a proactive and flexible manner to ensure service is consistently delivered for all the hours of operation

2.13 Keep up to date with service developments and organisational changes in order to provide accurate information and advice to customers, including changes in legislation

2.14 Ensure confidentiality of information in respect of records maintained and tasks undertaken in line with agreed policy and relevant legislation. This includes maintaining strict confidentiality in relation to personal information, which may become known to you during your work

2.15 Uphold the Council’s values and always work professionally in accordance with the Council’s policies, procedures, standing orders and financial regulations

2.16 To provide appropriate support in contingency or civil emergencies as requested (including if necessary 24-hour call-out duties)

2.17 Take responsibility for planning and organising own work where appropriate ensuring any deadlines are met

2.18 Seek opportunities to improve existing processes and procedures and provides creative but practical solutions to problems

2.19 Participate and makes constructive suggestions for solutions and improvements and works harmoniously with others, helping to generate a positive and enjoyable team atmosphere

2.20 Any other duties that correspond reasonably to the general character of the post and are commensurate with its level of responsibility

Note: This job accountability is designed to outline the main duties and responsibilities associated with the span of the post but are not intended to be an exhaustive list of all duties performed.

Pay rate: £26.62 per hour umbrella

Three to six months contract with view to extend or make permanent