Office Support

Customer Service Officer

London

£12.00 - £13.00 LTD  

Per hour

Contract

 
Your Contact

Brooke Stebbings-Kirby

Consultant | Office Support

 
Your next role

It’s time for the next step.
You’ve earned it.

Customer Service Officers will be the first point of contact for housing customers who make contact with a range of housing related queries and requests. 4 months initial contract with strong potential to be extended afterwards - 3 days work from home!

  • To be the first point of contact for housing customers who contact us assisting customers at first contact with a range of enquiries including enquiries relating to repairs, estate services, housing management and income collection, in a positive and helpful way.
  • Embrace a culture of performance management, customer care, equality of opportunity and resident empowerment.
  • To support increased ‘right first time’ resolution for customers by identifying opportunities to assist with a wider range of enquiries at first contact, minimising the need to pass enquiries to other teams
  • Communicate effectively with customers and resolve requests through a variety of channels including telephone, face to face, email, webchat and social media. Manage all customer contact in an effective, efficient and customer focused manner.
  • To use supporting systems, including the CRM, housing management, repairs management, document storage, in an accurate and timely way to enable effective and efficient service delivery for customers
  • Organise repairs and related works in partnership with the customer and contractors in line with our performance standards including the accurate diagnosis and prioritisation of work, minimising unnecessary cost to the business.
  • Respond to a range of Housing Management enquiries, including those relating to rents, anti-social behaviour, leaseholder services, neighbourhood management and estate services, where possible to deliver a complete resolution to the enquiry at first point of contact.
  • Deal with rent account enquiries, take payments, and where appropriate refer or signpost customers who require support for arrears.

Essential:

  • Assisting customers with a range of enquiries across different channels including email and telephone in a busy customer-facing environment
  • Providing services to a diverse customer group including vulnerable people
  • Using IT systems such as a CRM when assisting customers

Desirable:

  • Experience of working in social housing
  • Experience of improving services for customers


Consultant | Office Support

Brooke Stebbings-Kirby

Brooke tackles every task with gusto, she’s not afraid to get on the phone to source the very best talent she can, and the very best talent is more than happy to work with her because they know she is trustworthy, kind, and committed.
Your ambition is our ambition.
Your ambition is our ambition.
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