HFP - Customer Service Advisor

Role Overview

This placement supports the front‑line customer service team at Wood Green Library, helping residents access council services and navigate systems efficiently in a busy public‑facing environment.

• Issue Qmatic tickets and book customer appointments
• Shadow reception staff and assist with queue triage
• Provide advice on common resident queries
• Support residents with online applications and basic troubleshooting
• Build confidence managing a busy reception area

• No previous experience required
• Placement must align with the individual’s future career goals
• Commitment to the full placement duration
• Willingness to learn, follow instructions, and work in a diverse cultural environment
• Preferably aged 19+ due to the nature of the role

• Confident and approachable with strong people skills
• Calm and helpful under pressure
• Strong verbal communication skills
• Positive, can‑do attitude

The placement includes one‑to‑one guidance, an induction day, and full training. Training will cover:

• Safeguarding
• Unconscious Bias
• Display Screen Equipment (DSE)
• Stress Awareness
• Cyber Security
• GDPR & Data Protection
• Fire Awareness
• Health & Safety
• Relevant IT systems and packages