Job Details:

Salary range: £34,359 - £37,509 per annum. Salary negotiable depending upon experience. 
Work location: Westminster City Hall, 64 Victoria Street, SW1E 6QP
Hours per week: 36
Contract type: Permanent
Closing date: 24 April 2026
Interview date: Week Commencing 27 April 2026

About Us:

THE EXTRAORDINARY STORY OF TIFFENY’S POWERFUL VOICE

At Westminster City Council, we don’t just listen to the voices and experiences of our residents – we listen to our people too. Tiffeny is a single mum whose young son has ADHD and before joining our team, she never thought she’d find a job that gave her flexibility and freedom to support her son’s needs. As a neurodivergent woman herself, she also never expected to be part of a team that not only supports her needs, but actively celebrates them – where people encourage her to be her true self. And that’s what she found here at the City of Westminster.

Working as an Engagement Officer Within the corporate property team means that she gets to meet people from all walks of life within the community supporting the development of positive change, especially being the voice for young people where it matters – in education, training, or employment. Her experiences and her amazing ability to relate to others means that within the first few months of joining our team, she’d already made a huge impact on things like accessibility in the Borough. Tiffeny feels heard and that’s because we know how important it is to listen.

The Role:

As Helpdesk & Resources Coordinator, you too can make a powerful contribution. As part of the Corporate Property Helpdesk Team, you’ll deliver first-class customer service to internal and external users of our building portfolio. You’ll carry out a variety of administrative tasks to support the Workplace and Facilities Management (FM) team.  

You’ll receive and record job requests. This will include building repairs from council staff, building users, and the corporate landlords of our operational properties.  

An effective communicator, you’ll resolve customer enquires via email and phone within dedicated time frames. You’ll chase relevant teams for assistance and approval, when necessary. You’ll ensure that all calls are logged accurately and that the council system is up to date. At times, you’ll need to find a remedy for invoicing issues or disputes.

Good time management will be key. You’ll plan your days, ensuring that you meet deadlines, and are able to react to urgent jobs.

We’re constantly looking to improve. So, you’ll build relationships with service areas and end users to work out better our customer service. You’ll also look at key performance indicators in real time to ensure customer response times by phone and email are met.

You’ll be joining a highly collaborative team with a strong focus on delivering positive outcomes. We work on interesting buildings, and this is an opportunity to make a meaningful mark on them.

Please refer to the Job Description for more information.

About You:

As Helpdesk & Resources Coordinator, you too can make a powerful contribution. As part of the Corporate Property Helpdesk Team, you’ll deliver first-class customer service to internal and external users of our building portfolio. You’ll carry out a variety of administrative tasks to support the Workplace and Facilities Management (FM) team.  

You’ll receive and record job requests. This will include building repairs from council staff, building users, and the corporate landlords of our operational properties.  

An effective communicator, you’ll resolve customer enquires via email and phone within dedicated time frames. You’ll chase relevant teams for assistance and approval, when necessary. You’ll ensure that all calls are logged accurately and that the council system is up to date. At times, you’ll need to find a remedy for invoicing issues or disputes.

Good time management will be key. You’ll plan your days, ensuring that you meet deadlines, and are able to react to urgent jobs.

We’re constantly looking to improve. So, you’ll build relationships with service areas and end users to work out better our customer service. You’ll also look at key performance indicators in real time to ensure customer response times by phone and email are met.

You’ll be joining a highly collaborative team with a strong focus on delivering positive outcomes. We work on interesting buildings, and this is an opportunity to make a meaningful mark on them.

You’re confident at delivering excellent customer service. This was gained from either working at helpdesk or in a customer-facing environment. You’ll have Computer-Aided Facility Management (CAFM) system/call handling system experience. Communicating both internally and externally comes easily to you. Even when dealing with frustrated customers, you’re able to remain calm and patient.

You have experience working in a fast-paced, target-driven environment, where you learnt how to prioritise, be proactive, and meet targets effectively.  

A motivated, enthusiastic leader, you have a positive, flexible approach. You’re comfortable supporting staff to deal with a diverse range of enquiries, at varying degrees of difficulty.

Westminster City Council is committed to supporting Care Leavers into the workplace. Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.

What We Offer:

Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster. Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.

At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit  https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties

As a forward-thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.

The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.