Call Centre Advisor

About

The Role

The Role within the Consolidated Contact Centre.

Opportunities and Responsibilities in Islington’s Dynamic Call Centre Environment.

The role has a requirement to work some Saturdays from 8am through to midday and follow a shift pattern with hours from 8am - 8pm Monday through Friday.

In response to the evolving needs of Islington’s residents and the drive for service excellence, the borough has embarked on a significant initiative: the consolidation of its Repairs and Access Islington teams into a single, streamlined contact centre. Located initially at our Brewery Road site—with the prospect of future working from our 222 offices—this innovative centre offers a modern, hybrid working environment tailored to meet the highest standards of public service.

The newly formed contact centre represents a fusion of experience, expertise, and commitment, bringing together two crucial arms of Islington Council to enhance service delivery. By combining Repairs and Access Islington, the centre ensures a more efficient allocation of resources, improved responsiveness, and a unified approach to addressing resident needs.

Successful applicants will begin their journey at the Brewery Road site, a hub designed to foster collaboration and productivity. Importantly, there is the flexibility to transition to our 222 offices in the future, reflecting our embrace of adaptive work arrangements. This role is hybrid in nature, blending office-based interactions with the opportunity for home working when aligned with the demands of the service.

This flexibility empowers employees to balance their professional responsibilities with personal commitments, helping create a supportive and forward-thinking work culture.

These positions are offered as fixed‑term contracts, each representing a gateway to meaningful work in local government. The contract stipulates a 35‑hour working week, ensuring a comprehensive engagement with the tasks at hand while allowing for work‑life balance. Shifts operate from 8am to 8pm, Monday to Friday, and on Saturday mornings from 8am until noon. There is no expectation to work every weekend;

however, a generous shift allowance applies, calculated at 1.5 times the standard pay rate, in accordance with Islington’s salary policy.

As a member of the consolidated contact centre, your role is central to the borough’s commitment to exceptional service. You will be on the front line, fielding calls from a diverse array of Islington residents. Some callers may require additional care and support; others may be facing distressing circumstances. Your actions and your attitude will help shape their experience.

• Responding to inquiries from residents regarding repairs, and council services.
• Offering empathetic guidance and practical solutions in line with council policy and service standards.
• Supporting residents who may be experiencing distress or urgent need, with kindness and confidence.
• Documenting calls accurately and efficiently, ensuring clear communication across service channels.
• Collaborating with colleagues to resolve complex issues and deliver seamless service.
• Maintaining professional standards of confidentiality, integrity, and respect in every interaction.

Success in this role is built upon a foundation of compassion, resilience, and professionalism. The qualities we seek include:

• Kindness:
  At the heart of public service is genuine caring. You will demonstrate this in every interaction, making residents feel heard and valued.
• Confidence:
  Handling calls from a wide range of individuals, some in challenging circumstances, requires self‑assurance and calm under pressure.
• Ability to Support Distressed Residents:
  You will be equipped—through training and personal attributes—to guide and assist those who may need extra care.
• Adaptability:
  The environment is dynamic and fast‑paced, and you will thrive by adjusting to new challenges and changing demands.
• Teamwork:
  Success here is collaborative; you will work closely with peers and supervisors to deliver a unified…