Customer Service Officer FTC

Job Title: Customer Service Officer – 6-Month Fixed Term Contract

Location: On site / Watford, UK

Job type: Fixed term / Full-time

Sector: Housing | Housing Association

Annual Salary: £30,386 (pro rata)

Chime Housing works with customers and communities to change lives. We are looking for a highly motivated Customer Service Officer to join our Customer Service Team and deliver an exceptional experience to our residents.

As a Customer Service Officer you will act as the voice and face of Chime Housing, enhancing the customer experience and supporting the team to achieve KPIs within a call centre. You will use proactive, multi‑channel communication to meet customers’ needs.

• Be the first point of contact for the organisation’s customers, assisting with enquiries and liaising with other staff members as required.
• Assess and resolve enquiries, requests and complaints by telephone, email, online or face‑to‑face where possible.
• Administer the repairs process: call handling, email responses, diagnosing faults, raising, allocating, and issuing jobs, managing WIP, and completing works on the system in a timely and effective manner.
• Strive for first‑time resolution, taking ownership to resolve queries effectively.
• Apply sound judgement to resolve customer queries related to repairs and maintenance, managing them sensitively to satisfactory resolution.
• Provide accurate repairs advice to customers.
• Demonstrate empathy, professionalism and conflict‑management skills, balancing customer and internal stakeholder requirements.
• Act as a key point of contact for customer enquiries and signpost queries appropriately.
• Ensure all customer enquiries are dealt with promptly, courteously and with excellent service in all communications.
• Provide comprehensive information to customers, advising on services, policies and procedures to inform or resolve their needs.
• Use sound judgement to make decisions within established procedures, logging, processing, and chasing enquiries or repair requests while adhering to procedures, policies, service standards and KPIs to maximise customer satisfaction.

• At least 2 years’ experience in Customer Service or Reception.
• Qualifications in Customer Service or Customer Care.
• Maintain a satisfactory basic level DBS check.
• Knowledge of the housing sector.
• Effective engagement with a diverse audience using a range of communication tools.

• 28 days annual leave (pro rata).
• Employer pension contribution up to 11%.

We embrace agile working – blending time in our communities, shared spaces and remote working. Digital technology is central to our approach, allowing teams and individuals to work flexibly.