ABOUT US

Tower Hamlets is one of London’s most diverse, vibrant boroughs. It’s a melting pot of creativity, enterprise and cultural life that brings the best of London together in just eight square miles. It’s also a borough of contrasts, and as a Council, we know that Tower Hamlets is on a vital journey of improvement. There are tough challenges we need to tackle, but with that comes a unique opportunity to make a real impact. We’re changing – rapidly. This is a place where people make things happen. Where everyone works together with zeal, passion, and pride. As an employer, we can offer a generous annual leave package, competitive pension, and flexible working.

THE PERSON

Effective communication and interpersonal skills are vital for this role as well as collaborating, engaging effectively with internal and external teams to seek positive outcomes in relation to customer queries. A compassionate and caring approach, combined with the ability to work independently and as part of a team, will be essential in this challenging yet rewarding position.
If you have strong problem-solving abilities, proficient IT skills and demonstrate willingness, flexibility, and a caring attitude, then you may be the person we are looking for.
It is important to note that this is not a remote working position and attendance at our Town Hall offices in Whitechapel is an essential requirement of the role.
Tower Hamlets vision for our borough is that: people are aspirational, independent and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.
Tower Hamlets has a zero-tolerance approach to, and works to eradicate, all forms of discrimination on the basis of race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, status as a civil partner, gender, gender identity, gender expression, pregnancy and maternity and looks to employ a diverse workforce representative of those groups. We recognise that people can also be disadvantaged by their social and economic circumstances, so we will work to eliminate discrimination and disadvantage caused by social class.

This is a busy role with customer experience at its heart and you will be a part of the Housing Service Centre team where we respond to calls from our residents requesting an array of services from repairs to rent statements , housing to how to rent a garage.
We are seeking 4x Housing services advisors for 6 months FTC to join our customer services team, which was previously Tower Hamlets Homes. We transitioned into the council in November 2023 and are looking for advisors who will understand the needs of residents and be at the forefront of providing essential support and guidance to our residents who live in homes provided by London Borough of Tower Hamlets. Your problem-solving skills coupled with a can-do attitude will ensure that our residents receive excellent customer service whilst showing empathy and understanding. You will be responsible for providing high quality information, advice and assistance to our residents who contact us via the Housing Service Centre.
Telephone contact remains to be the most preferred channel that customers will use to contact us and the demand for queries to be resolved correct first time is paramount. You will ensure that customer data is correct, raise repair requests, answer queries in relation to rents, housing, entry fobs, sheds, and garages. Primarily, we are looking for enthusiastic individuals who can demonstrate the TOWER values to ensure that our residents can benefit from a positive customer experience on every contact.