First Contact Officer
CompanyPeterborough City Council
Location
Peterborough, England, United Kingdom
Employment TypeFull-time
Posted At4/21/2026
UK Visa Sponsorship Analytics
Analytics are greyed out due to low classification confidence (42.0%).
Occupation TypeShip and hovercraft officers
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£58,300
(£29.90 per hour)
Occupation rate applies
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Description
This role is fixed term until April 2027
All About The Role
As the first point of contact for customers seeking housing advice or support, you will play a key role in ensuring people receive accurate information and feel listened to and treated fairly from the outset. You will handle enquiries across a range of channels including phone, email, online systems, and occasionally face‑to‑face, taking detailed information to create accurate case records. The role involves identifying urgent or high‑risk situations and escalating them appropriately, while clearly explaining housing processes such as applications, homelessness advice, and the bidding system. You will work in line with relevant procedures, legislation, and data protection requirements, helping to deliver a responsive and customer‑focused service.
All About Our Team
Housing Needs are a dynamic, motivated, and friendly group of professionals who are passionate and dedicated about making a real difference to the lives of local residents.
We pride ourselves on working collaboratively, valuing each other's expertise, and maintaining a positive team culture— one that includes shared learning and mutual support.
We share knowledge, celebrate successes, and work closely with colleagues across Housing and external partners to achieve the best possible outcomes for the people who rely on us.
All About You
You will have the following skills
We value our colleagues and have developed a number of benefits in addition to our generous annual leave starting at 25 days + bank holidays, sick pay and local government pension scheme…
All About The Role
As the first point of contact for customers seeking housing advice or support, you will play a key role in ensuring people receive accurate information and feel listened to and treated fairly from the outset. You will handle enquiries across a range of channels including phone, email, online systems, and occasionally face‑to‑face, taking detailed information to create accurate case records. The role involves identifying urgent or high‑risk situations and escalating them appropriately, while clearly explaining housing processes such as applications, homelessness advice, and the bidding system. You will work in line with relevant procedures, legislation, and data protection requirements, helping to deliver a responsive and customer‑focused service.
All About Our Team
Housing Needs are a dynamic, motivated, and friendly group of professionals who are passionate and dedicated about making a real difference to the lives of local residents.
We pride ourselves on working collaboratively, valuing each other's expertise, and maintaining a positive team culture— one that includes shared learning and mutual support.
We share knowledge, celebrate successes, and work closely with colleagues across Housing and external partners to achieve the best possible outcomes for the people who rely on us.
All About You
You will have the following skills
- Excellent customer service skills
- Active listening and empathy
- Ability to remain calm and professional in sometimes challenging conversations
- Using IT systems confidently and recording information accurately
We value our colleagues and have developed a number of benefits in addition to our generous annual leave starting at 25 days + bank holidays, sick pay and local government pension scheme…
- Access to a range of benefits via our Employee Benefits Platform, including in-store and online discounts as well as our Cycle to Work and Home & Electronics schemes
We are proud to be an equal opportunities employer, dedicated to fostering diversity, advancing equity, and building an inclusive workplace for everyone. We welcome applications from individuals of all backgrounds and particularly encourage those from underrepresented groups, including disabled people, care leavers, and individuals from minority ethnic communities. Your unique perspectives and experiences are encouraged and valued and will play a vital role in our success.
We are committed to making our recruitment process as accessible as possible. If you are disabled and require any reasonable adjustments during the application or interview process, please contact pccrecruitment@peterborough.gov.uk we will work with you to meet your needs.
Appointment to this post will be subject to the outcome of an Enhanced Disclosure obtained through the Disclosure and Barring Service. The Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff and volunteers to share this commitment.
If you've already applied and completed the recruitment process for this position within the last three months, there's no need to reapply. We really appreciate your interest and thank you for considering us.