📍 Job Overview

Job Title: Customer Support Advisor - 18 Months Fixed Term
Company: London Borough of Barnet
Location: London, City of, United Kingdom
Job Type: Full time
Category: Customer Support
Date Posted: 2025-06-11
Experience Level: 0-2 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Provide empathetic and holistic support to residents, integrating personal interactions with digital tools.
Ensure customer service excellence and maintain positive relationships with customers and partners.
Collaborate with other advisors to ensure inclusive customer services.
Contribute to an exciting change programme shaping the future of customer support for vulnerable residents.

📝 Enhancement Note: This role is part of a transition to an increasingly digital council, requiring adaptability and a willingness to embrace new technologies.

💻 Primary Responsibilities

Customer Support: Provide exceptional customer service to residents, addressing their needs and connecting them with appropriate support.
Digital Integration: Seamlessly integrate personal interactions with digital tools to enhance customer support.
Team Collaboration: Work closely with other advisors to ensure customer services remain inclusive and effective.
Relationship Building: Maintain positive working relationships with customers and partners.
Assessment & Connection: Identify residents' needs, assess their situation, and connect them with the relevant support or Lead Advisor.

📝 Enhancement Note: This role requires strong communication skills, empathy, and the ability to create a trusted space for residents to discuss their needs.

🎓 Skills & Qualifications

Education: Relevant qualifications or experience in customer service, social work, or a related field.

Experience: Proven experience in customer support, ideally within a public sector or community-focused environment.

Required Skills:

Excellent communication skills, both written and verbal.
Strong interpersonal skills and the ability to build rapport with customers.
Empathy and a genuine desire to help others.
Ability to work effectively in a team and collaborate with colleagues.
Proficiency in using digital tools and platforms for customer support.

Preferred Skills:

Experience working with vulnerable residents or individuals with complex needs.
Knowledge of local government services and processes.
Familiarity with customer relationship management (CRM) systems.
Ability to speak multiple languages.

📝 Enhancement Note: While not explicitly stated, familiarity with digital tools and platforms for customer support is highly desirable for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Examples of successful customer support interactions, demonstrating empathy, problem-solving, and positive outcomes.
Evidence of effective teamwork and collaboration with colleagues to resolve complex customer issues.
Examples of how you have used digital tools to enhance customer support and improve efficiency.

Technical Documentation:

Documentation of customer support processes and workflows, highlighting your understanding of best practices and continuous improvement.
Evidence of your ability to contribute to the development and implementation of new customer support technologies and processes.

📝 Enhancement Note: As this role is focused on customer support rather than web development, portfolio requirements are not explicitly stated. However, providing examples of successful customer support interactions and evidence of digital literacy would be beneficial.

💵 Compensation & Benefits

Salary Range: £22,183 - £25,481 per annum (Band 5, SCP 17-22) - Based on local government pay scales and regional cost of living adjustments

Benefits:

31 days annual leave, plus public and bank holidays.
Access to the Local Government Pension Scheme.
Work-life balance options, including hybrid working, flexitime, job share, home working, and part-time.
A vast range of lifestyle discounts from major retailers, supermarkets, energy suppliers, and more.
Broad range of payroll benefits, including cycle to work, eye care vouchers, travel, and gym membership.
Excellent training and development opportunities.
Employee well-being training programs, including confidential employee assistance.

Working Hours: 36 hours per week, Monday to Friday, with occasional weekend or evening work as required.

📝 Enhancement Note: The salary range provided is based on the given salary band and standard local government pay scales for the UK. Regional cost of living adjustments have been applied.

🎯 Team & Company Context

🏢 Company Culture

Industry: Local Government - Community Services

Company Size: Medium (approx. 1,500 employees)

Founded: 1965 (as the London Borough of Barnet)

Team Structure:

Customer Support Team, reporting to the Customer Support Manager.
Collaborative working with other council departments, including Housing, Social Care, and Community Safety.
Cross-functional collaboration with designers, marketers, and other stakeholders to improve customer support services.

Development Methodology:

Agile methodologies, with a focus on continuous improvement and customer-centric design.
Regular team meetings and one-to-ones to discuss progress, challenges, and opportunities for growth.
A supportive and inclusive work environment that encourages learning and development.

Company Website: Barnet Council Website

📝 Enhancement Note: Barnet Council is committed to learning and improvement, with a focus on delivering excellent customer service and supporting vulnerable residents. This is reflected in their customer support team structure and development methodologies.

📈 Career & Growth Analysis

Customer Support Advisor Career Level: This role is an entry-level position within the Customer Support team, offering an opportunity to develop skills and gain experience in customer service and digital integration.

Reporting Structure: This role reports directly to the Customer Support Manager, with opportunities for collaboration and learning from other advisors and team members.

Technical Impact: As a Customer Support Advisor, you will have a direct impact on the user experience of residents, helping to shape the future of customer support services within the council.

Growth Opportunities:

Progression to more senior roles within the Customer Support team, such as Team Leader or Manager.
Opportunities to specialize in specific areas of customer support, such as digital inclusion or vulnerable resident support.
Access to training and development opportunities to enhance skills and knowledge in customer service, digital integration, and related fields.

📝 Enhancement Note: This role offers opportunities for career progression and skill development within the Customer Support team and the wider council.

🌐 Work Environment

Office Type: Modern, open-plan offices with a focus on collaboration and communication.

Office Location(s): Burnt Oak Library, London, City of, United Kingdom

Workspace Context:

A supportive and inclusive work environment that encourages teamwork and collaboration.
Access to digital tools and platforms for customer support, including CRM systems and communication software.
Opportunities for flexible working, including hybrid working arrangements and part-time hours.

Work Schedule: 36 hours per week, Monday to Friday, with occasional weekend or evening work as required.

📝 Enhancement Note: The work environment at Barnet Council is focused on collaboration and communication, with a supportive and inclusive culture that encourages learning and development.

📄 Application & Technical Interview Process

Interview Process:

Application Review: A panel will review your application, focusing on your relevant experience and skills.
Phone or Video Screening: A brief conversation to assess your suitability for the role and answer any questions you may have.
Face-to-Face Interview: A more in-depth discussion about your experience, skills, and motivations for applying. This may include a role-play scenario to assess your customer support skills.
Final Decision: The hiring manager will make a final decision based on the interview and application review.

Portfolio Review Tips:

Highlight successful customer support interactions and examples of digital integration.
Demonstrate your understanding of customer service best practices and your ability to contribute to continuous improvement.
Showcase your ability to work effectively in a team and collaborate with colleagues.

Technical Challenge Preparation:

Familiarize yourself with customer support best practices and digital tools for customer support.
Prepare examples of successful customer support interactions and digital integration strategies.
Research Barnet Council and their commitment to learning and improvement.

ATS Keywords: Customer Support, Customer Service, Digital Integration, Teamwork, Collaboration, Customer Relationship Management, Local Government, Community Services, Vulnerable Residents, Digital Inclusion.

📝 Enhancement Note: The application and interview process for this role is focused on assessing your customer support skills, experience, and cultural fit within the team and organization.

🛠 Technology Stack & Web Infrastructure

Customer Relationship Management (CRM) Tools:

Barnet Council uses a CRM system to manage customer interactions and track customer support cases. Familiarity with CRM systems is desirable but not essential, as training will be provided.

Communication & Collaboration Tools:

Microsoft Office Suite, including Word, Excel, and Outlook.
Email and calendar systems for internal and external communication.
Instant messaging and video conferencing tools for team collaboration.

📝 Enhancement Note: While this role is not focused on web development or server administration, familiarity with digital tools and platforms for customer support is highly desirable.

👥 Team Culture & Values

Customer Support Values:

Empathy: Understanding and responding to the needs of customers, with a focus on providing holistic support.
Integrity: Acting with honesty and transparency in all customer interactions.
Respect: Treating customers and colleagues with kindness and consideration.
Collaboration: Working effectively with other advisors and teams to deliver excellent customer service.

Collaboration Style:

A supportive and inclusive team culture that encourages open communication and active listening.
Regular team meetings and one-to-ones to discuss progress, challenges, and opportunities for growth.
A focus on continuous improvement and learning from each other's experiences.

📝 Enhancement Note: The customer support team at Barnet Council values empathy, integrity, respect, and collaboration, fostering a supportive and inclusive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Keeping up-to-date with new digital tools and platforms for customer support.
Adapting to changes in customer support processes and workflows.
Balancing the need for digital integration with the importance of personal, empathetic customer interactions.

Learning & Development Opportunities:

Access to training and development opportunities to enhance skills and knowledge in customer service, digital integration, and related fields.
Opportunities to specialize in specific areas of customer support, such as digital inclusion or vulnerable resident support.
The chance to contribute to the development and implementation of new customer support technologies and processes.

📝 Enhancement Note: This role offers opportunities for learning and development, with a focus on digital integration and customer support best practices.

💡 Interview Preparation

Technical Questions:

Customer Support Scenario: Describe a challenging customer support scenario you have faced and how you handled it. What was the outcome, and what did you learn from the experience?
Digital Integration: How have you used digital tools to enhance customer support in previous roles? What challenges have you faced, and how have you overcome them?
Teamwork: Describe a time when you worked effectively with a team to resolve a complex customer issue. What was your role, and what was the outcome?

Company & Culture Questions:

Customer Support at Barnet Council: What attracts you to this role and working for Barnet Council?
Customer-Centric Design: How do you ensure that customer needs are at the heart of your decision-making and approach to customer support?
Continuous Improvement: How have you contributed to continuous improvement in customer support processes and workflows in previous roles?

Portfolio Presentation Strategy:

Prepare examples of successful customer support interactions and digital integration strategies.
Tailor your portfolio to highlight your understanding of customer service best practices and your ability to contribute to continuous improvement.
Showcase your ability to work effectively in a team and collaborate with colleagues.

📝 Enhancement Note: The interview process for this role is focused on assessing your customer support skills, experience, and cultural fit within the team and organization.

📌 Application Steps

To apply for this Customer Support Advisor position:

Read the Job Description: Carefully review the job description and person specification to ensure you meet the required qualifications and experience.
Prepare Your Application: Tailor your application to highlight your relevant experience and skills, using the STAR method (Situation, Task, Action, Result) to demonstrate your abilities.
Submit Your Application: Apply through the Barnet Council careers portal, ensuring all required fields are completed.
Prepare for the Interview: Research Barnet Council and their commitment to learning and improvement. Prepare examples of successful customer support interactions and digital integration strategies.
Attend the Interview: Arrive on time, dressed appropriately, and ready to discuss your experience, skills, and motivations for applying.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Barnet Council before making application decisions.

Customer Support Advisor - 18 Months Fixed Term