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Customer and System Support Advisor

Worcester City Council
Trinity Street Housing Advice Centre
£25,119 to £27,334
Closing date
17 Jun 2024

Job Details

We are looking for an enthusiastic, motivated and flexible individual to join the Customer and System Support Team (Housing). The team provides customer service and administrative support across the Strategic Housing Team. 

You will be working in a busy frontline housing service where no two days will be the same. Working on a rota basis, you will be the first point of contact for customers at the Council’s Housing Advice Centre in Worcester City Centre, as well responding to phone and email enquiries relating to homelessness, private sector housing, housing benefit, council tax support, temporary accommodation and Housing for You.

You will provide support for vulnerable customers to complete applications for homelessness, the housing register, as well as housing benefit and council tax support. You will be monitoring and allocating homelessness referrals in compliance with homelessness legislation. You will be assessing and banding Housing for You applications in line with existing policy, carrying out periodic reviews of the Housing waiting list, verifying social housing adverts and processing customer banding review requests. 

In addition, you will provide administrative support for the Strategic Housing Team, including raising purchase orders, processing invoices for payment and coordinating payments for storage and removals.

Key Requirements

  • Educated to NVQ level 3 or appropriate work experience 
  • Excellent written and verbal communication skills; able to communicate with a wide variety of people for a variety of purposes
  • Excellent IT skills – experience of using a variety of programmes to communicate, keep accurate records and monitor progress and performance. 
  • Excellent time management and personal organisation skills; working with accuracy and attention to detail 
  • Able to use initiative to respond to problems and unexpected situations; ability to work under pressure and be flexible to respond to the changing needs of the service; ability to work with minimal supervision.
  • Experience of or interest in working in Housing or a related field
  • Significant experience of dealing with customer enquiries (face-to-face, phone and email) 
  • Experience of working under pressure in a busy customer-focused environment; experience of working in reception and providing a range of face-to-face advice to customers.
  • Embraces and actively participates in a culture of progressive change; a willingness to learn and develop new knowledge and skills 
  • An empathetic but assertive approach, with the ability to communicate difficult decisions; experience of dealing with challenging behaviour

The interview will consist of competency-based questions and a practical task; please allow 1.5 to 2 hours. 

We welcome applications from all sections of the community. We would like to help you shine during this process. If you need any assistance with applying please contact the Recruitment team on We can assist with alternative formats for your application or offer a MS Teams interview for example.

For further information about the role, please contact Madeline Ajetunmobi, Housing Advice and Welfare Team Leader at 

Closing Date: 17th June 2024

Interview date: 25th June 2024 

Attached documents
SH2 2 Housing Technical Level 4 - CSSA - vMay 24_Final.docx
Person specification


From Monday 11th December 2023 an exciting change is happening for us as an organisation - we have implemeted a new system which will improve your candidate experience! To access your candidate portal for our new system, head to

If you have an application in progress with us on, or before, Monday 11th December 2023 – don’t worry, this will continue as it normally would and there will be no impact on your application or the process. More information on our new and improved system can be found on the WMJobs help pages

Why choose Us?

This is an exciting time to join Worcester City Council!

We may not be a large local authority but we still have ambitious plans, including the development of our historic and beautiful city, increasing tourism and driving economic vibrancy.

Working for Us

Worcester City Council is always on the lookout for talented individuals, who want to make a real difference to our city and can help us to continue building on our success.

We are committed to seeking excellence in everything we do, including smarter ways of working and enhancing employee wellbeing.  We have moved away from traditional ways of working for the majority of our roles, towards hybrid working, including home working, hot desking and flexitime.

By encouraging better work-life balance, we gain a healthy, happy, engaged and thriving workforce, who then deliver meaningful outcomes for Worcester.

We will offer You

  • You will normally work a 37-hour week (although we have part time roles too). Annual leave starts at 26 days and rising to 31 days after 5 years' service, in addition to paid public holidays.
  • A generous flexitime scheme (where applicable) that can accrue an additional two days off per month
  • An additional fixed day off over the Christmas period and you can purchase up to 5 additional days' holiday per year.
  • Incremental pay increases within your grade, alongside any national pay awards.
  • Flexible working options including working from home and the right to request a variance in weekly hours and/or a reduction in hours.
  • Our valued Local Government Pension Scheme, where on average we contribute two thirds’ costs to an employee’s one third costs, with tax relief on these contributions, as well as protecting your family on your death You also have the option to exchange part of your pension for a tax-free cash sum on retirement.
  • We want you to develop and thrive in your role so we will invest in your training and professional development, including any required professional subscriptions.
  • A wide-ranging benefits platform, making your salary stretch further, with money-saving deals on your weekly groceries, high street retailers, technology purchases, holidays and luxury items, all accessible via an App on your personal devices.
  • A long service award.

Supporting Your Wellbeing

  • A free and confidential employee assistance programme (EAP), available 24 hours, to aid your work life balance.
  • Time off given for volunteering, for the benefit of Worcester.
  • Heavily subsidised leisure activities at the Council’s gyms and swimming pools (seven centres across Worcestershire).
  • Cycle to work schemes
  • Access to electric bikes for travel between sites
  • Free eye tests for visual display users and seasonal flu jabs
  • Enhanced family friendly policies and enhanced sick pay.
Company info
01905 722233
Worcester City Council
The Guildhall
High Street

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