Residents' Hub Customer Service Adviser
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About The Role
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Tower Hamlets Council is transforming the way services are delivered to make them more consistent, more accessible, and capable of meeting the changing needs of our customers. We have set up and developed a number of Residents’ Hubs throughout the borough to support our most vulnerable residents across a range of support services.
Your role will involve working in our Residents’ Hub locations, where you will be assisting residents in various ways to access and apply for a variety of services.
You will also be carrying out assessments and referrals for individual residents and raising service requests to internal/external partners along with providing help, guidance, advice and/or assistance at point of contact. Our current services include helping residents with services such as Housing, Benefits, Council Tax, Parking, Debt Management to employment and training opportunities and welfare benefits with many more areas being added as we develop and extend our service offerings.
The role also requires responding to customer queries that come in via the council’s social media accounts.
The service is delivered face to face from multiple sites, over the phone as well as via social media platforms. Our current operational hours are Monday to Friday, 9-5pm for most sites with some that operate on a 10-6pm basis.
You will need to be flexible and willing to travel to any part of the borough at short notice to provide cover as required.
We are recruiting to 2 full-time posts at 35 hours per week and 1 part-time post at 28 hours per week consisting of Monday to Thursday
Please make it clear on your supporting statement whether you are applying for the full-time or part-time post.
Due to the nature of the role being customer facing, no hybrid working will be available.
We serve a diverse community. To help provide the best service Somali and Arabic speakers are particularly welcome to apply.
Please be aware that the vacancy can close earlier than advertised if we receive a certain number of applications. -
About Tower Hamlets
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Tower Hamlets is a truly unique borough at the heart of London – a place where history and innovation sit side by side. From the docks and markets that shaped the East End to the global business hub of Canary Wharf, we are proud to be one of the most dynamic, diverse, and ambitious communities in the UK. We are also one of the fastest growing and youngest boroughs in the country, offering unrivalled opportunities to make a real difference to people’s lives. Our residents are energetic, creative, and resilient, and our council is committed to delivering the best possible services and opportunities for them.
Our award-winning new Town Hall in Whitechapel provides a modern, flexible workplace for our staff, right at the heart of the borough and directly opposite Whitechapel Tube and Elizabeth line station. It is more than just a workplace – it’s a hub for collaboration, innovation and community, designed to bring out the best in our people.
As an employer, we put equality, diversity, and inclusion at the heart of everything we do. Our active Employee Network Groups celebrate and champion our workforce, helping to ensure that everyone feels a sense of belonging. Guided by our TOWER values – Together, Open, Willing, Excellent and Respect – we are building a positive, inclusive culture where colleagues can thrive.
At Tower Hamlets Council, you’ll find exciting challenges, supportive colleagues, and the chance to shape one of London’s most important and vibrant places. If you’re looking for a role where you can see the impact of your work every day, then Tower Hamlets is the place for you.