Housing Customer Services Officer (Admin and Clerical)

Job Details

Brent council are looking for an Housing Customer Services Officer  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.

  1. 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.
    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.

Payrate: £20.52