Housing Customer Services Officer

Job Details

Brent council are looking for an housing customer service officer To provide customers and other stakeholders, first contact resolution for up to seven service area enquiry types via phone, email, webchat and social media channels.

1. To provide a professional first point of contact and to work effectively and professionally with
internal and external colleagues to resolve customer enquiries, complaints and transactions
covering a range of up to seven specialist Council services. These may include a selection of the
following: Responsive Repairs, Planned Maintenance, Housing Management, Estate Services,
Income enquiries and collection, Leasehold enquiries and collections, Homelessness services
and Housing Allocations amongst others.
2. To establish, develop and maintain effective working relationships with all work colleagues to
ensure a ‘one team approach’ to the delivery of the Customer Response Team performance
standards and the business objectives.
3. Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to
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resolve enquiries.
4. To take ownership and appropriate action to resolve complex and detailed enquiries within
agreed levels of empowerment across a range of channels including phone, email, web chat and
social media.
5. To promote, encourage, educate and support customers to confidently access services via
alternative channels to reduce service demand and support channel migration.
6. To efficiently and effectively search, utilise and update a range of databases and IT systems
accurately to resolve customer enquiries, ensure the accurate diagnosis and specification of
responsive repairs, process payments, log complaints and handle transactions in accordance
with protocols for data entry and compliance.
7. To respect and understand the individual needs of customers and arrange appropriate support
in order to ensure fair and equal access to services, including necessary translations or
interpretation skills.
8. To follow current procedures when transferring a call to another member of staff or for
specialist advice.
9. To effectively manage challenging customer interactions with tact, diplomacy, sensitivity and
empathy, with due regard for staff and customer safety.
10. Safeguarding is everyone’s responsibility and all employees are required to act in such a way
that at all times safeguards the health and well-being of children and vulnerable adults.
11. To keep up to date with legislative, policy and procedural changes in order to deal effectively
and efficiently with customer enquiries, complaints or transactions and to carry out duties with due
regard to the Council’s Customer Promise, Equality and Diversity, Information Governance, Data
Protection and Health and Safety policies and procedures.
12. To work effectively both individually and as part of a team to ensure a quality service is provided
to customers in a continually changing environment and to proactively share and contribute ideas to
support continuous service improvement and departmental and service area objectives.
13. To be flexible and work within any team and any subject area in line with customer,
organisational and specific specialist service needs.
14. To support more junior staff by sharing best practise and knowledge and to undertake any other
duties commensurate with the general level of responsibility of this post.


£22.03 umbrella