Customer Support Officer

CUSTOMER SUPPORT OFFICER

£14-£15PHR LTD RATE

3 MONTH INITIAL CONTRACT, 37.5HRS PW

OFFICE BASED IN COLINDALE

• Provide a high level of service and assistance to customers to ensure that they are fully
prepared for and kept informed about their housing needs assessment

• Maintain a working knowledge of appropriate legislation and policy and communicate this to
customers and members of the public in an understandable way

• Take a proactive approach to reduce avoidable contact by taking ownership to try and resolve
customer queries and complaints at initial point of contact, ensuring that they are signposted to the
correct service area if required, and getting it right first time

• Carry out pre-appointments with customers – and capture/record key customer contact
information, household demographics and equalities data

• Take copies of customer’s documentation, scan them, and check each document against the
list of requirements, including obtaining a signed customer consent form

• Inform customers of any outstanding information or documentation that is required for the
assessment, and the timeframe they need to provide it by. This includes explaining to the customer
the importance of providing the required documentation to ensure their case is processed as quickly
as possible

• Create and maintain up to date and accurate records for each customer, to ensure a clear
and comprehensive history of contacts and actions is available for future assessment, analysis and
audit purposes.