About Us

Job Title: Customer Service Advisor

Salary Range: £30,510 - £42,888 per annum

Fixed Term – Full time 

Location: Wandsworth London

Are you motivated by working in a supportive team with opportunities to learn and grow?

Join our dynamic housing contact centre team and be the frontline of our customer service excellence! We're looking for enthusiastic individuals who are passionate about providing outstanding customer support.

Job Introduction

For many residents the Customer Services team are both face (and voice) of the Council. As a key member of the busy Customer Service team, you will handle and resolve a wide and diverse range of enquiries to a high standard of customer service covering all multiple housing services and supporting many vulnerable residents in accessing key services.

The Customer Services team, including the corporate contact centres, are the primary contact for resolving inbound enquiries for a wide range of services ranging from homelessness prevention to repairs in council properties. Whatever the query is about, you will need to provide positive assistance in a clear, articulate, empathetic manner. 

This is a fixed‑term position created specifically for a pilot project to expand Customer Services into specialist areas. The role will initially provide dedicated support for housing enquiries for Wandsworth, including homelessness needs, temporary accommodation, rent support, and other connected housing services. As the pilot develops, additional specialist services will be added, and all officers will be multi‑skilled across a range of account‑number‑based services, ensuring flexibility and strong customer support across the wider service offer

Location - The Town Hall, Wandsworth High Street, London, SW18 2PU

• Due to level of support and training this is an office-based role and homeworking will only be considered after a successful six-month probation based on job performance.

• Post-probation, the potential for homeworking can be considered but key is a balance of in-office and the flexibility of working from home and is based on job performance.
• Some office days may be based in the Richmond Council office in Twickenham.

Salary - Starting pay grade scale 5 - £30,058

• Salary may be negotiable within the pay scale if the successful applicant has extensive local authority experience or service-specific knowledge or experience. 
• Linked grade increases are possible post probation based on job performance and multiskilling efficiency.

Working hours: 

• Full time - Monday-Friday 8:50-5:00 36 hours per week (closed public bank holidays)
• Part-time - Part-time applicants welcomed (Minimum 20 hours per week).
  1. Monday working for part-time staff is always required
  2. The working day can be a full day or part day (minimum of 4 hours per day).
  3. Part time hours need to be within Monday-Friday 8:50-5:00
  4. Part-time hours are negotiable but must meet the business needs.

Main Responsibilities

The role of Customer Service Advisor includes:

• Delivering an excellent customer experience by providing advice and, wherever possible, resolution at the first point of contact. This includes all customer access channels including telephone, face to face, letter, email, web and SMS. 
• Maintains an up-to-date knowledge of all services and systems used in customer service to assist customers and resolve their enquiries.
• To professionally deal with any frustrated, angry and abusive customers, providing a resolution to their enquiry and avoiding potential complaints.
• To maintain accurate records and information relating to the provision of customer services
• To actively encourage customers to use the most efficient method to gain access to and information about council services.
• To ensure that the services for both Councils are dealt with on an equitable basis to deliver the standards required for each, as agreed annually by the Executives 

Indicative Recruitment Timeline

Closing Date: Sunday 22nd March 2026

Shortlisting Date: W/C 23rd March 2026

Interview Date: TBC 

We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

Please just let us know in your application or at any stage throughout the process (and beyond) if these are options you’d like to explore. 

Annual leave - We also offer a generous holiday allowance of 40 paid days (pro rata) 32 days annual leave plus 8 bank holidays and a wide range of learning and development opportunities.

Staff benefits - In addition, we offer a range of staff benefits including;

• Membership of the Local Government contributory pension scheme
• Childcare vouchers
• New technology scheme
• Cycle2Work and Car Maintenance schemes
• Interest-free loans on annual travel cards and Season ticket loan
• Discounts at many leisure activities, restaurants, shops, and other establishments.

Useful Information

Richmond & Wandsworth Better Service Partnership are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services. 

We are proud to be a Disability Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know. 

We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment. Some posts may be exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to these posts will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS). 

We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan.

Richmond and Wandsworth Councils