Licensing Technical Assistant - Customer Support

Job Title: Licensing Technical Assistant - Customer Support

Location: Croydon, CR0 1EA - Hybrid Working - 3 days office / 2 days remote

Hourly rate £22.77 PAYE

Contract Length: 3 -month contract (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 36 hours

ASAP Start

About the Role

The London Borough of Croydon is launching new Selective Licensing and Additional HMO Licensing schemes alongside its existing Mandatory HMO Licensing responsibilities. As part of this major programme, we are seeking a Licensing Technical Assistant - Customer Support to provide first-line advice and support to landlords, managing agents, residents and other stakeholders using the Council's property licensing service.

This is an excellent opportunity for a customer-focused professional with experience in housing, licensing, regulatory services or local government to join a fast-paced team during a significant service mobilisation programme.

Key Responsibilities

You will:

• Respond to telephone, email and digital enquiries relating to property licensing schemes.
• Provide clear and accurate guidance on licensing requirements, application processes, documentation, fees and next steps.
• Support customers experiencing difficulties with applications or online licensing systems.
• Resolve enquiries at the first point of contact wherever possible.
• Review basic case and application information and provide progress updates.
• Escalate technical or statutory matters through the appropriate channels.
• Liaise with delivery partners and internal teams to resolve customer queries efficiently.
• Maintain accurate records of enquiries, outcomes and escalations.
• Contribute to improving customer guidance, FAQs and online information.
• Support landlord engagement and communications activities when required.
• Assist with administrative and technical licensing tasks during busy periods.

About You

We are looking for candidates who can demonstrate:

Essential Skills and Experience

• Experience in customer service within housing, licensing, regulatory services, local government or a similar environment.
• Experience handling complex customer enquiries.
• Excellent written and verbal communication skills.
• The ability to explain technical information clearly and confidently.
• Strong problem-solving skills and a commitment to achieving first-contact resolution.
• Experience using case management, CRM or licensing systems.
• A professional and customer-focused approach.
• Confidence in dealing with challenging or dissatisfied customers.
• Knowledge of property licensing or the private rented sector.

• Previous local authority experience.
• Familiarity with housing or regulatory services.

What We're Looking For

Successful candidates will be able to:

• Work effectively in a fast-paced environment.
• Become operational quickly with minimal supervision.
• Collaborate with colleagues and external partners.
• Maintain accurate records and audit trails.
• Manage competing priorities and deadlines.
• Demonstrate sound judgement and attention to detail.
• Communicate effectively with a wide range of stakeholders.
• Work confidently with digital systems and technology.

Working Arrangements

This role operates on a hybrid working basis, with attendance at Council offices and other locations as required. Candidates should be available to start at short notice to support service mobilisation and early delivery.

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