Customer & Systems Support Advisor – Worcester City Council, Trinity Street Housing Advice Centre

Customer and Systems Support Advisor (Housing) x 2

Are you passionate about delivering excellent customer service and making a real difference to people's lives? Do you enjoy helping customers, solving problems and working in a fast-paced environment; where no two days are the same?

Worcester City Council is looking for 2 Customer and Systems Support Advisors to join our Housing & Homelessness Service. This is an exciting opportunity to play a key role in supporting residents who require housing advice, homelessness assistance and access to a range of housing-related services. Based on the successful role profile for the position, the postholder will help ensure customers receive timely, accurate and professional support across a wide range of housing functions.

As a Customer and Systems Support Advisor, you will be the first point of contact for many customers, providing advice and assistance via telephone, email and face-to-face appointments. You will support applications to the Housing Register, homelessness services, temporary accommodation, discretionary welfare assistance and other housing-related services, whilst maintaining accurate records across a range of housing systems.

We are looking for someone who:

• Has excellent customer service and communication skills.
• Enjoys helping people and dealing with a wide variety of enquiries.
• Is organised, accurate and able to manage competing priorities.
• Has strong IT skills and confidence using multiple systems and databases.
• Can work effectively both independently and as part of a team.
• Is resilient and able to remain professional when dealing with challenging situations.
• Has an empathetic but assertive approach when supporting customers.
• Is committed to continuous improvement and delivering high-quality services.

The successful candidate will work closely with Housing Officers, Registered Providers, landlords, support agencies and other internal teams to ensure customers receive the right support at the right time. You will also contribute to service development, performance monitoring and administrative processes that support the efficient running of the Housing Service.

The successful candidates will require a basic DBS Check

 Why Join Us?

At Worcester City Council, you will be part of a supportive and dedicated team committed to helping residents access housing and support when they need it most. We offer:

• Flexible and hybrid working arrangements.
• Learning and development opportunities.
• Generous annual leave and local government pension scheme.
• A positive and supportive team environment.
• The opportunity to develop your knowledge and experience across multiple areas of housing and customer services.

We welcome applications from all sections of the community. We would like to help you shine during the recruitment process. If you require any assistance with applying, please contact the Recruitment Team at recruitment@worcester.gov.uk. Alternative formats and reasonable adjustments can be provided where required.

For an informal discussion about the role, please contact:

Laura Montandon
 Housing & Welfare Advice Team Leader
 01905 722164
 Laura.Montandon@worcester.gov.uk

Closing Date: 13 November 2026
Interview Date: 23 & 24 November 2026

Attached documents
Our Benefits
SH2.2c Customer & System Support Advisor.docx