HAF-; JS – Resident Access Assistant

About the Role:

Hammersmith and Fulham Council is looking for a friendly and motivated Residents’ Assistant to provide excellent customer service across multiple channels, including phone, email, web, SMS, and face-to-face. You will handle general council enquiries and local election queries
, using Web Eros and your knowledge of electoral services to provide accurate information to residents.

• Act as the first point of contact for residents, resolving enquiries efficiently.
• Handle electoral services queries and support local elections.
• Use council systems including Web Eros to access and update information.
• Process payments and perform administrative tasks following council policies.
• Promote self-service and digital channels to residents.

• Experience in customer service or public-facing roles.
• Knowledge of electoral services and experience with Web Eros (essential).
• Good IT skills, attention to detail, and strong communication.
• Calm under pressure, flexible, and willing to learn.

• Essential: GCSEs or equivalent.
• Desirable:
  Customer service or public service qualification (e.g., NVQ Level
  3).