Senior Customer Service Officer

Chime Housing

Salary: £32,887.08 - 37 hours per week

We're looking for an experienced and customer-focused Senior Customer Service Officer to join our Customer Services team. In this key role, you'll help deliver an outstanding customer experience across all customer contact channels while providing day-to-day support, guidance and coaching to Customer Service Officers. You'll act as a senior point of escalation for complex enquiries, help drive service improvements and play an important role in ensuring our customers receive responsive, professional and effective support.

At Chime Housing, we are committed to providing excellent services that make a real difference to our customers' lives. As a Senior Customer Service Officer, you'll combine your customer service expertise with leadership skills to support the team in delivering high-quality, accessible and customer-focused services. Working closely with colleagues across the organisation, you'll help resolve complex issues, improve customer outcomes and contribute to the continuous improvement of our services.

To support the delivery of high-quality customer services across all customer contact channels, providing leadership, guidance and expertise to Customer Service Officers while ensuring complex customer enquiries are resolved effectively and efficiently.

Key Accountabilities:

• Act as a senior escalation point for complex or unresolved customer enquiries, ensuring positive outcomes for customers.
• Line manage, coach and develop Customer Service Officers, supporting performance, learning and development.
• Handle customer enquiries across multiple channels, including telephone, email, webchat, Whats App, social media and face-to-face services.
• Support complaint investigations and identify opportunities for service improvement and organisational learning.
• Assist with monitoring team performance, workloads, rotas and service standards to ensure excellent customer service delivery.
• Work collaboratively with colleagues, contractors and external partners to resolve customer issues effectively.
• Maintain accurate customer records and ensure compliance with data protection requirements.
• Deputise for the Customer Services Team Leader when required.

Essential:

• Experience delivering high-quality customer service and taking ownership of customer enquiries through to resolution.
• Experience of line management, coaching or supporting the development and performance of others.
• Excellent communication, influencing and problem-solving skills.
• Experience working within a busy customer service or contact centre environment.
• Knowledge of housing, repairs and maintenance services, tenancy management or related customer-focused services.
• Confidence using CRM systems, Microsoft Office and customer management technologies.
• Ability to manage competing priorities and build positive working relationships across teams.
• Understanding of data protection, equality and diversity, and customer confidentiality.
• GCSE English and Maths (Grade C/4 or above) or equivalent.

Desirable:

• Level 2 Customer Service qualification or equivalent.
• Experience of repairs services or scheduling systems.

View full Job Description HERE

• Responsible to:
  Customer Service Team Leader or Manager
• Responsible for:
  Customer Service Officer and Apprentice
• Department:
  Customer Service

• 28 days' annual leave (pro rata)
• Employer pension contribution of up to 11%
• Development opportunities
• Comprehensive employee rewards scheme

We embrace agile working - blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

Closing date: 30th October 2026

Interviews:
Commencing 9th November 2026

Please note we reserve the right to close the vacancy early if we receive a large response.