Job Details:

Salary range: £34,359 - £37,509 per annum. Salary negotiable depending upon experience 
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP 
Hours per week: 36
Contract type: Temporary for 12 months 
Closing date: 17 May 2026

About Us:

THE EXTRAORDINARY STORY OF THE POWER OF LISTENING

Regeneration, Economy and Planning in Westminster City Council is a world of extraordinary stories, where little things can have a huge impact on people’s lives.

Take Mitin, our Head of Estates Services. Mitin’s team is responsible for cleaning, gardening and bulk refuse removal across several housing estates where many of our residents require a greater degree of assistance. It’s not just about keeping our blocks and estates shipshape, it’s about human contact and letting residents know that we care.

Mitin’s team contribute to our Smart City commitment and make full use of new technology to help track and solve problems such as fly tipping and graffiti. But what many residents value most is his ability to listen. For example, when residents were telling him about carrying out gardening improvements and the positive impact that it has on their wellbeing, he and his team engaged with residents, working closely with them to give them garden areas they could be proud of and a vibrant community.

Mitin is immensely proud of the relationships he’s built with residents, not only because it helps them feel proud of where they live in a greener and cleaner city, but because it makes him proud of where he works.

The Role:

As Triage and Referral Officer you can make your own powerful contribution to Westminster’s success. Acting as the friendly, approachable and customer-focused face of our department, you’ll be a first point of contact when people contact us via telephone or by email, and log, process and triage all enquiries and referrals. Resolving basic enquiries on your own and quickly redirecting others to the appropriate departmental service, you’ll also maintain our information systems, databases and processes to facilitate the monitoring and reporting of cases.

Committed to maintaining the electronic files you work with in line with General Data Protection Regulations, Information Security and all other relevant policies and legislation, and undertaking a range of entry and cleansing work to ensure the accurate and up to date maintenance of our databases, you’ll ensure that Westminster City Council’s standards are adhered to at all times.

In addition to these key tasks, we’ll also expect you to provide practical and robust administrative assistance by supporting managers with HR responsibilities, providing accurate team staffing information, working on complaints procedures, and ensuring the team have access to the latest documentation.

Please refer to the Job Description for more information. 

About You:

A highly motivated, engaged and collaborative team player, you’ll have well developed experience of employing a variety of methods and sources to gather relevant data and information, and of using your keen attention to detail as you check the accuracy of data and information before using it. Capable of managing diaries and supporting event management, you should be proficient in the use of information systems and databases, skilled at undertaking data entry and data cleansing tasks, and be ready to maintain accurate records of engagement activities, ideally through the use of technological systems such as customer relationship management systems.

It goes without saying that you’ll have plenty of experience related to the logging, processing and triaging of enquiries and referrals received via telephone, email and other communication channels, and we’ll also expect you to have used your friendly and professional skills as a first point of contact in a customer-facing service environment. With this in mind you should possess the ability to quickly build a rapport with people at all levels and from different backgrounds, while your excellent communication skills will see you developing positive relationships with a diverse range of colleagues and stakeholders.

Capable of responding flexibly to changing priorities, you’ll be able to sense check information to understand a problem fully and escalate if necessary. And in addition to confident IT office system skills, you should also be ready to assist with capturing research outcomes and translating these into concise, meaningful reports.

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.