Registration Advisor

Job Description

Salary range: Grade 6 £35,520 - 36,585 p.a. plus fantastic benefits
Contract: Permanent
Hours of work: 21.6 hours per week
Location: Croydon

About the Role

Reporting to the Team Leader – Registration Services, you will undertake a varied role that combines reception duties, customer service and administrative support.

Key responsibilities include:

• Welcoming and assisting customers visiting the Register Office.
• Responding to enquiries in person, by telephone and via email.
• Booking appointments, ceremonies and registration services.
• Processing payments, refunds and financial transactions accurately.
• Providing information and guidance on registration and citizenship processes.
• Supporting the administration of marriages, civil partnerships and citizenship ceremonies.
• Processing certificate applications and online orders.
• Maintaining accurate customer records and ensuring compliance with data protection requirements.
• Liaising with internal departments, government agencies and external partners to support service delivery.
• Assisting with ceremony preparations and ensuring facilities are presented to a high standard.
• Supporting service improvement initiatives and contributing to a positive customer experience.

About You

We are looking for someone who is organised, adaptable and passionate about delivering excellent customer service.

You will have:

Essential Knowledge

• Knowledge and awareness of Registration Services and related legislation.
• Understanding of regulations and procedures applicable to registration work.
• Good knowledge of information technology and office systems.

Essential Skills and Abilities

• Excellent interpersonal and communication skills.
• Strong customer service skills with the ability to deal sensitively with people from all backgrounds.
• Confidence communicating both face-to-face and over the telephone.
• Good administrative and organisational skills.
• Ability to prioritise competing demands and manage a busy workload effectively.
• Ability to interpret legislation and apply procedures accurately.
• Strong written communication skills.
• Ability to work independently and make sound decisions.
• Ability to work collaboratively as part of a team.
• Public speaking and presentation skills.

Essential Experience

• Experience working within Registration Services.
• Experience in a customer service environment.
• Experience processing payments and refunds accurately.

What We Offer

Working within Croydon Registration Service offers the opportunity to make a meaningful difference in people's lives while developing specialist knowledge and skills within a professional and supportive environment.

We are committed to:

• Delivering outstanding customer service.
• Supporting learning and development.
• Promoting equality, diversity and inclusion.
• Encouraging innovation and continuous improvement.

Additional Information

The successful candidate will be required to:

• Wear formal workwear when supporting marriage, civil partnership and citizenship ceremonies.
• Work flexibly, including occasional evenings, weekends and events outside normal office hours.
• Travel independently within and occasionally outside the borough when required.

• Participate in ongoing training and professional development.

To view the Registration Advisor role profile please Click here.

About us

Croydon Council’s priorities

The Council balances its books, listens to residents, and delivers good sustainable services

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes:

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council’s new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
The Successful candidate will be subject to a DBS check, if the role requires one.