Resident Access Adviser

We're recruiting an experienced and customer-focused Resident Access Adviser to join a busy Resident Access Team. This is an excellent opportunity for a professional with strong communication skills, a passion for customer service, and experience handling enquiries across multiple channels.


You'll play a key role as the first point of contact for residents, providing advice, resolving enquiries, processing requests, and signposting customers to the correct services. Working across phone, face-to-face, email, web, and digital channels, you'll help ensure a seamless resident experience while supporting the council's commitment to customer excellence and digital transformation.

The role will predominantly be remote working with occasional travel to officer for meetings.


The Role
·Act as the first point of contact for residents, dealing with enquiries across a wide range of services including Parking, Waste, Council Tax, Benefits, Housing, Planning, Licensing, Environmental Services and more.
·Quickly understand customer needs and resolve enquiries efficiently, promoting digital channels and assisted self-service where appropriate.
·Handle enquiries via telephone (inbound and outbound), face-to-face, email, web, live chat, SMS and written correspondence.
·Accurately process payments in line with required security, GDPR and data protection procedures.
·Maintain and update CRM and other council databases to ensure accurate customer records and enable reporting.
·Provide excellent customer service, ensuring queries are handled professionally, consistently and to a high standard.
·Signpost and triage residents to specialist teams for more complex enquiries.
·Support the delivery of surveys, feedback collection and customer insight activities.
·Assist with training new staff, offering advice, guidance and acting as a buddy where required.
·Maintain up-to-date knowledge of council services, processes, systems and organisational changes.
·Uphold confidentiality and information management requirements in all work.
·Support contingency or emergency response duties as required, including potential out-of-hours work.
·Participate in ongoing service improvement, offering ideas and practical solutions to enhance the resident experience.
·Work flexibly across multiple channels, locations and operational demands, including supporting digital delivery and queue-busting where needed.


Key Requirements
·Experience working in a customer service environment, contact centre or high-volume frontline service.
·Ability to communicate clearly and effectively with a wide range of customers across different channels.
·Strong listening skills and the ability to understand and resolve enquiries efficiently.
·Ability to retain and apply large volumes of information across multiple service areas.
·Excellent written communication skills and attention to detail.
·Strong ICT skills, including experience using CRM systems, council databases and Microsoft applications.
·Ability to work under pressure, manage competing demands and remain calm in challenging situations.
·Experience dealing with difficult or distressed customers.
·Ability to work collaboratively with colleagues, service departments and external partners.
·Strong organisational and time management skills.
·A positive, flexible approach with a commitment to delivering excellent customer service.
·Ability to support others, including mentoring junior staff or assisting with escalated enquiries.


What You Need to Do Now
If you are interested in this role and meet the criteria above, please click APPLY NOW and send us your application today.

If you do not hear from us within 48 hours of applying, your application has been unsuccessful.


Footnote
If you feel that this job matches your skills but not the rate, location or seniority, please feel free to send us your CV anyway. We constantly recruit for similar roles across all levels, UK-wide, and would be pleased to speak with you confidentially about your employment status.
Even if you're currently satisfied in your role, we welcome calls from customer service and resident access professionals looking to make future connections. Our specialist team at Carrington West has over 100 years of combined experience in this market.
For more information, call Zubair at Carrington West on (phone number removed).
By applying for this position, you agree for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will only be shared with third-party clients for roles relevant to your application. You may withdraw consent at any time by contacting us