Call Centre Advisor
About The Role
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INTERNAL ONLY \- THIS VACANCY IS ONLY OPEN TO CURRENT ISLINGTON COUNCIL EMPLOYEES AND AGENCY WORKERS ON ASSIGNMENT
In response to the evolving needs of Islington’s residents and the drive for service excellence, the borough has embarked on a significant initiative: the consolidation of its Repairs and Access Islington teams into a single, streamlined contact centre. Located initially at our Brewery Road site—with the prospect of future working from our 222 offices—this innovative centre offers a modern, hybrid working environment tailored to meet the highest standards of public service.
About the Consolidated Contact Centre
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The newly formed contact centre represents a fusion of experience, expertise, and commitment, bringing together two crucial arms of Islington Council to enhance service delivery. By combining Repairs and Access Islington, the centre ensures a more efficient allocation of resources, improved responsiveness, and a unified approach to addressing resident needs.
Location and Work Arrangements
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Successful applicants will begin their journey at the Brewery Road site, a hub designed to foster collaboration and productivity. Importantly, there is the flexibility to transition to our 222 offices in the future, reflecting our embrace of adaptive work arrangements. This role is hybrid in nature, blending office\-based interactions with the opportunity for home working when aligned with the demands of the service. This flexibility empowers employees to balance their professional responsibilities with personal commitments, helping create a supportive and forward\-thinking work culture.
Employment Terms
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These positions are offered as fixed\-term contracts, each representing a gateway to meaningful work in local government. The contract stipulates a 35\-hour working week for one role and 21 hours for the second part time role, ensuring a comprehensive engagement with the tasks at hand while allowing for work\-life balance. Shifts operate from 8am to 8pm, Monday to Friday, and on Saturday mornings from 8am until noon. There is no expectation to work every weekend; however, a generous shift allowance applies, calculated at 1\.5 times the standard pay rate, in accordance with Islington’s salary policy. The part time role is Monday \- Friday between the hours of 10am \- 2pm Monday to Friday 10am \- 2pm with finish at 3pm on Monday total 21 hours
Main Responsibilities
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As a member of the consolidated contact centre, your role is central to the borough’s commitment to exceptional service. You will be on the front line, fielding calls from a diverse array of Islington residents. Some callers may require additional care and support; others may be facing distressing circumstances. Your actions and your attitude will help shape their experience.
- Responding to inquiries from residents regarding repairs, and council services.
- Offering empathetic guidance and practical solutions in line with council policy and service standards.
- Supporting residents who may be experiencing distress or urgent need, with kindness and confidence.
- Documenting calls accurately and efficiently, ensuring clear communication across service channels.
- Collaborating with colleagues to resolve complex issues and deliver seamless service.
- Maintaining professional standards of confidentiality, integrity, and respect in every interaction.
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Success in this role is built upon a foundation of compassion, resilience, and professionalism. The qualities we seek include:
- Kindness: At the heart of public service is genuine caring. You will demonstrate this in every interaction, making residents feel heard and valued.
- Confidence: Handling calls from a wide range of individuals, some in challenging circumstances, requires self\-assurance and calm under pressure.
- Ability to Support Distressed Residents: You will be equipped—through training and personal attributes—to guide and assist those who may need extra care.
- Adaptability: The environment is dynamic and fast\-paced, and you will thrive by adjusting to new challenges and changing demands.
- Teamwork: Success here is collaborative; you will work closely with peers and supervisors to deliver a unified service.
- Inclusivity: Our centre is built on respect and inclusion, welcoming colleagues and residents from all backgrounds.
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We are committed to your growth. Upon joining, you will receive comprehensive training covering the full suite of services supported by Islington Council. This investment in your development extends beyond initial induction; ongoing learning opportunities are available to help you build skills, deepen your knowledge, and advance your career. Training is designed not only to equip you for the role but also to foster an inclusive environment in which every team member can flourish.
Supportive Work Culture
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The contact centre is more than just a workplace—it is a community. We pride ourselves on a supportive approach to working. Colleagues look out for one another, managers are accessible and responsive, and wellbeing is a core priority. Our inclusive ethos ensures that everyone’s contribution is valued and that diversity is celebrated. We believe that a happy team delivers the best service, and we strive to create an environment in which you can bring your whole self to work.
Career Development
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While these roles are fixed\-term, they serve as an excellent springboard for those seeking longer\-term employment in the public sector. The experience gained here provides valuable insights into council operations, resident engagement, and service delivery. Opportunities for advancement may arise for those who demonstrate commitment, initiative, and a passion for helping others.
Shift Patterns and Allowances
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Your working hours are structured to support both resident accessibility and work\-life balance. The shift pattern is designed to ensure that residents have access to support when they most need it, while also recognizing the importance of downtime and personal time for our staff. The additional shift allowance for qualifying hours reflects our appreciation for your flexibility and dedication.
- Monday to Friday shifts: 8am to 8pm
- Saturday shift: 8am to noon
- Shift allowance: 1\.5 times the standard rate, in line with Islington’s policy
- No requirement to work every weekend
- The part time role Monday to Friday 10am \- 2pm with finish at 3pm on Monday total 21 hours
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If you are seeking a rewarding role in the vibrant borough of Islington, possess the desire to make a difference, and have the qualities outlined above, we encourage you to apply. Whether you are new to call centre work or bringing prior experience, you will find here a place to grow, contribute, and thrive.
Conclusion
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These roles in the consolidated contact centre represent a unique opportunity to join a progressive and supportive team dedicated to serving the residents of Islington. With full training, flexible working arrangements, and a strong commitment to employee wellbeing, you will be empowered to deliver outstanding service while building your skills and advancing your career. Join us as we shape the future of resident support in Islington—your journey starts here.
For further information or for an informal conversation about the post, please contact Sue Thompson, Team Manager or Sue Marshall, Head of Access Islington
Note to Recruitment Agencies:
We kindly ask that recruitment agencies do not contact us regarding this vacancy. We are managing the recruitment process internally and will reach out directly should we require external support. Thank you for your understanding.
Working for the team, service and our organisation
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Islington is a place rich with diversity and culture. As a council our sense of purpose couldn’t be clearer: we serve. It’s in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future.
We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive.
To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out ‘CARE’, which is what we think public service is all about.
Our offer to you
We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Our staff benefits include:
- Up to 31 days leave per year, increasing to 36 days after five years of local government service
- A range of flexible working arrangements to maintain a healthy work\-life balance, as well as a 35\-hour working week
- Learning and development opportunities to maximise your potential
- Competitive pay and a commitment to paying all staff the London Living Wage at minimum
- Excellent local government pension scheme
- Cycle to Work scheme and discounted gym memberships
- Local discounts from restaurants, shops, health and beauty therapists, and more!
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