REF NUMBER: ISLINGTON RQ1541896

Please do not apply for this role unless your CV meets the following general requirements, as well as the more specific ones listed further down the ad:
You must be UK based and have the right to work in the UK.
For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
This is a temporary role. Please do not apply if you are seeking a permanent position.

QUALIFICATIONS:

• A good standard of general education (e.g., GCSEs or equivalent).

SKILLS & EXPERIENCE REQUIRED:

• Experience managing complaints, service requests or customer enquiries in a high-pressure environment.
• Excellent written and verbal communication skills, with the ability to communicate complex or sensitive information clearly and empathetically.
• Strong organisational skills with the ability to manage competing priorities and meet deadlines.
• Confident decision-making and problem-solving skills, with a focus on outcomes and service resolution.
• High attention to detail and ability to maintain accurate records.
• Proficient in using IT systems and Microsoft Office applications.

WHAT’S INVOLVED WITH THIS ROLE:

We are seeking a proactive Customer Services Advisor to join our Homes and Neighbourhoods department. This key role involves managing complaints and members’ enquiries under the Corporate Complaints Procedure, ensuring they are resolved promptly, fairly, and with a focus on excellent customer service.

KEY RESPONSIBILITIES:

• Manage a caseload of customer complaints, members’ enquiries and service requests, ensuring compliance with corporate policies and response times.
• Investigate Stage 1 complaints thoroughly, and issue appropriate determinations with a focus on early resolution and service improvement.
• Provide a high standard of customer service in all written and verbal communications.
• Act as the key contact point for complainants, stakeholders, and internal departments, promoting positive outcomes and reducing complaint escalation.
• Hold services accountable for identified failures, ensure documentation is accurate, and compensation is issued in line with guidelines.
• Support the administration of the Customer Solutions team and contribute to cross-departmental projects when required.
• Escalate any serious issues, such as safeguarding concerns or staff misconduct, to the appropriate manager.

PLEASE QUOTE THE JOB TITLE & VACANCY REFERENCE NO. IN YOUR APPLICATION, OR WE WILL BE UNABLE TO MATCH YOUR CV TO THE ROLE BEING APPLIED FOR.

Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.
Due to the number of CVs being sent to us unfortunately we cannot respond to all applications. If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.
XI Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please