Customer Service Officer

Housing Customer Service Officer

Pay: £14.48 per hour

This is a hybrid position, with 50% of working time based at our Lyndhurst office. Please note that the initial training period will be office-based on a full‑time basis.

We are currently seeking a full‑time Housing Customer Service Officer to join our busy Contact Centre on a temporary basis. This role will provide support while we recruit to permanent part‑time positions, assist through a period of change as we implement multiple new systems, and help meet increased demand during the busy winter months.

As a Housing Customer Service Officer, you will be the first point of contact for customers, delivering a professional, efficient and high‑quality service across a variety of housing enquiries. You'll work with in a fast‑paced contact centre, handling enquiries through multiple communication channels while ensuring an excellent customer experience.

• Provide first‑class customer service via telephone, face‑to‑face and web‑based enquiries.
• Offer information, advice and guidance on a wide range of housing services.
• Process customer payments and maintain accurate financial records.
• Raise repair requests and book or reschedule appointments.
• Record customer comments, compliments and complaints in line with procedures.
• Process internal transactions and bookings.
• Carry out daily reconciliations where required.
• Maintain accurate records using a range of software systems and databases.
• Ensure all work is completed in line with service standards, policies and procedures.
• Support the achievement of service performance targets.
• Provide general administrative support across the service when required.

• Previous experience in a customer service or contact centre environment.
• Excellent communication and interpersonal skills with the ability to handle a wide range of customer enquiries.
• Strong IT skills, including Microsoft Word, Excel and Outlook, with confidence using multiple systems.

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.