Customer Service Officer

Job title – Housing Customer Service Officer

Location – Lyndhurst, SO43 (Hybrid – 50% office / 50% home following training)

Contract – Temporary for 4 months + possible extension

Hours – Full time 37 hours per week, Monday to Friday

Start Date : ASAP

We’re currently recruiting for a Housing Customer Service Officer to join a busy Housing Contact Centre on a temporary basis. This role has been created to provide additional support during a period of system change and increased demand over the winter months. Following an initial office-based training period, the role offers hybrid working, with approximately 50% of your time based in the Lyndhurst office.

As the first point of contact for residents and customers, you'll provide advice and support across a wide range of housing services. You'll manage enquiries via telephone, email and face‑to‑face, helping to resolve issues at the first point of contact while delivering an excellent customer experience. The role also includes raising repairs, booking appointments, processing payments and accurately recording customer information.

• Handle a high volume of customer enquiries by telephone, email and face‑to‑face.
• Provide advice and guidance on a range of housing services.
• Raise repairs and book or reschedule contractor appointments.
• Process customer payments and maintain accurate records.
• Record customer feedback, compliments and complaints.
• Update housing systems and ensure customer records remain accurate.
• Provide administrative support to the wider housing team where required.
• Work to service standards and performance targets while delivering excellent customer service.
• Support continuous improvement and adapt to new systems and processes.

• Previous experience in a customer service or contact centre environment.
• Excellent communication and interpersonal skills.
• Experience dealing with a high volume of customer enquiries.
• Strong IT skills, including Microsoft Word, Excel and Outlook.
• Good attention to detail and accurate data entry skills.
• The ability to work well under pressure and manage competing priorities.
• Experience with in housing, local government or repairs services would be advantageous but isn’t essential.

If you have a strong customer service background and enjoy helping customers while working in a fast‑paced environment, we’d love to hear from you. Apply today with your latest CV.