Overview

Join the London Borough of Harrow as a Customer Service Advisor and play a vital role at the heart of our community. As a key member of Access Harrow, you will be the first point of contact for residents, delivering high-quality, professional and compassionate customer service across a range of channels including phone, face-to-face, email, web forms and social media. You will support residents with a wide variety of enquiries spanning general enquiries, housing repairs, council tax, benefits, and community services, aiming to resolve most queries at first contact. This is a rewarding opportunity to make a real difference in people’s lives while contributing to a forward-thinking council that values innovation, collaboration and excellence in service delivery.

About You

We are looking for an enthusiastic, customer-focused professional who thrives in a fast-paced environment and is passionate about helping others. You will bring excellent communication skills, emotional intelligence, and a proactive approach to problem-solving, enabling you to handle a wide range of enquiries with confidence and care. You will share our values of Working Together, Driving Delivery and Shaping the Future, and will be committed to delivering inclusive, accessible services that meet the needs of Harrow’s diverse communities. If you are motivated by making a positive impact and enjoy working collaboratively while taking ownership of your work, we would love to hear from you.

You will demonstrate:

Excellent verbal and written communication skills, with the ability to provide clear, accurate advice.
Strong customer service experience, ideally within a public sector or high-volume contact environment.
The ability to handle sensitive, emotional or complex situations with empathy and professionalism.
Experience managing enquiries from a wide range of customers, including vulnerable residents.
Exceptional organisational skills and the ability to manage workloads effectively to meet deadlines within a highly pressurised service area.
Sound IT skills, including confidence using Microsoft Office and customer management systems.
The ability and willingness to work both independently and collaboratively as part of a supportive team.
A strong understanding of diversity and inclusion, with the ability to respond to the needs of different communities.
Knowledge of popular council services that includes, waste and recycling, Housing repairs, environmental services, council tax, and other local authority services (or a willingness to learn quickly).
A commitment to maintaining confidentiality, data protection and high standards of information management.

Related Documents

For more information, please refer to the Role Profile/Selection Criteria

Closing date for applications: 16 August 2026.