Job Description

Reference 118546

Customer Contact Officer

Holliday Street, Birmingham

27,933.08 per annum

37.5 hours per week

24th August 2025

About the role

To provide an effective frontline Customer Contact Service and support to the property services department in the delivery of an efficient and effective customer focused repairs and maintenance service.

What you'll be doing

To provide administrative support to other teams where necessary. Always ensure consistent and proactive approach to role, carry out other duties as and when required in order to maintain an efficient operation of all aspects relating to the needs of the team and organisation. Provide effective frontline customer service to all to all Trident's customers including, face to face handling of all incoming telephone calls, postal and banking duties. Logging of gas service, day to day repairs and voids, including M&E request repair cases. Booking appointments, raising appointments where necessary Co-ordinate scheduling and repair requests for the department, including updating and managing the status of work orders on CRM and managing Opti Time for accurate Engineer monitoring. Effective handling of calls including logging of cases and providing correct advice and sign posting. And making referrals to specialist services when necessary. Ensuring all relevant invoices received are issued, checked, coded and recorded accurately. Co-ordinate scheduling requests for the responsive Gas team and raising cases using CRM. Liaising with the Maintenance, Gas, Estates and Caretakers team. and, external contractors. Ensuring accurate records are maintained and purchase orders are issued when required. Process repair orders and appointments with operatives and contractors to assist with meeting targets. Liaise with customers to arrange appointments Provide daily contact administrative support in relation to delivery of external repair and service maintenance records. Carry out customer surveys to ensure satisfaction with the repairs and maintenance service and participating in consultation events when necessary.

Who we're looking for?

Proven experience of working in a Customer Contact role face to face and call centre Effective interpersonal skills to enable relationships to be built at all levels. Able to prioritise and use own initiative. Effective oral and written communication, with the ability to write concise, coherent reports. Able to work effectively as part of a team. Able to identify and develop better ways of working to improve the delivery of services. Have a systematic approach and be able to cope with high volume repetitive tasks. Experience of using IT software and applications such as MS Word, MS Excel, Opti-time and Proactis.

Why join us?

This is not just a 'job' this is the feeling of knowing that you are part of something bigger and being able to go home each day with job satisfaction and pride in what is achieved by Trident Group every day.


Our purpose is putting people and communities at the heart of our services and the safe homes we provide. To deliver against our purpose we will be:


Trustworthy Collaborative Accountable People Focused Caring in all we do

The benefits

34 days annual leave, plus the option to purchase up to 5 additional days A day off for your birthday 4 days off when you move home Life assurance (3 x salary) Employee Assistance programme & wellbeing programme Flexible Working options Learning & Development opportunities

Who we are?

Trident Group has over 60 years' experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 650 staff, works with volunteers and provides training places and apprenticeships for many more.


The Group consists of;


Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance Trident Reach, which is a registered care and support charity delivering trauma informed care and support services.

We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope.


As a Disability Confident Committed Employer, we have committed to:


ensure our recruitment process is inclusive and accessible communicating and promoting vacancies offering an interview to disabled people anticipating and providing reasonable adjustments as required supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people

How to apply?

If you think this role is a good fit for you, click apply and upload your CV!


All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.


Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS).


We reserve the right to close this vacancy early should sufficient applications be received.


At Trident Group, we only consider agency introductions where a signed agreement is in place, and where the agency has been specifically contacted by a member of our People & Culture Team. We do not accept responsibility for any fees related to unsolicited or speculative CV submissions made directly to our employees or outside of the above.