Housing Customer Services Officer

Job Details

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. These may include a selection
of the following specialist services: Responsive Repairs, Planned Maintenance, Housing
Management, Estate Services, Income enquiries and collection, Leasehold enquiries and
collections, Homelessness services and Housing Allocations amongst others.

 

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.
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.

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.

 

Payrate: £20.52 umbrella