Job Details
Brent civic centre 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. 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.
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: £22.03 umbrella
