This Job posting is only open to Internal Applicants at Brent Council.

Salary range: £32,535 - £37,134p.a. incl. London weighting (plus fantastic benefits!)
Contract: Permanent
Hours of work: 36 hours per week
Location: Civic Centre and other locations from time to time. 3 days in the office – hybrid working

An Excellent Opportunity

Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent’s diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here.

The council is pursuing a far-reaching transformation agenda that better meets the needs of our community, so it is an exciting time to join us.

The Post

We are a busy Contact Centre with a focus on providing a first-class service to our residents and customers. We have an energetic team that thrives on delivering a range of services via phone, email and social media.

We have strong values, high standards and are very clear about the behaviours we expect at all times such as:
- A commitment to quality and being the best we can
- Treating our residents with compassion, dignity and respect
- Being responsible, sustainable and innovative in our work
- Having trust and respect for all members of our team and anyone else we work with

If you have customer service experience, can remain calm under pressure, display patience, kindness and have a “can do” approach as well as conflict resolution skills and believe your values and behaviours are on the same wave length as ours, we would love to hear from you.

Main Duties include: Providing advice, information and resolving enquiries at the first point of contact for a diverse community whilst working in a busy, fast paced environment covering a range of services and enquiry types. You will be delivering services via phone, email and social media and utilising various I.T systems to log and resolve enquiries. You will be supporting and encouraging customers in the use of self-service options.

The Person

Customer service experience is essential as is the ability to communicate effectively both verbally and in writing. Confidence in navigating multiple I.T. systems and being able to explain information in plain, simple language is also necessary.

A patient, helpful and polite disposition is essential with a focus on providing a professional and caring service and getting it right the first time.

We will be asking candidates who are shortlisted to complete a test first. If you are successful, you will then continue with an interview after a short break on the same day.

Why join us?

We know people achieve their best when they feed valued. At Brent, you’ll benefit from:

Up to 33 days annual leave (depending on length of service) plus bank holidays
Excellent pension with generous employer contributions (LGPS)
Hybrid and flexible working options available for most roles
Supportive family-friendly policies for parent, guardians, and carers
Health and wellbeing support, including access to eye test support and a 24/7 Employee Assistance Programme
Financial support such as education sessions, childcare deposit loans, and season ticket loans
Travel perks including affordable parking nearby, a Cycle to Work scheme, and great onsite facilities
Learning and development opportunities to help you grow your career
Access to My Brent Rewards with exclusive discounts on shopping, travel, leisure, and entertainment

Closing date: Wednesday 22 April 2026 (23:59)

Interviews date: Wednesday 6 May 2026

Additional Information

If you are interested in applying for this job, please start by clicking the "Apply Now" button below. You must provide a supporting statement as part of your application that clearly shows how you meet the essential requirements on the Job description. We will accept a CV in support of your application, however, you should still provide a supporting statement.

This position is only open to current employees of Brent Council or Temporary Agency Workers currently working in Brent Council. External candidates are not permitted to apply for internal only roles.

Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application.

We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. Applicants should be aware that posts working with children, young people and vulnerable adults are subject to an Enhanced DBS check as well as other employment clearances.

The information we collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details of how your information will be used by us and Cifas and your data protection rights, can be found here.

Brent has a positive approach to flexible working.

As a disability confident employer Brent welcomes applications from people with all disabilities, including “non-visible” disabilities and mental health conditions. We will interview any disabled applicant who meets the essential criteria. If you require reasonable adjustments to be made to any part of the recruitment process due to your disability, please contact us on recruitment@brent.gov.uk.

Job Description