Job Description

Watford Community Housing
37 hours per week - office based role
We work with our customers and communities to change lives, and we're looking for a highly motivated Customer Service Officer to join our Customer Service Team and help us deliver an exceptional experience to our customers.
What's the role?
As a Customer Service Officer, you will act as the "voice and face" of Watford Community Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call centre.
We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high-quality customer services.
The right candidate will be highly customer-focused and committed to delivering quality services to our residents.
You'll work effectively and proactively with colleagues to give our customers an exceptional customer experience.
Key Responsibilities:

• Ensure a high standard of service, showing passion and enthusiasm for helping customers.
• Utilise exceptional verbal and face-to-face communication skills, along with active listening.
• Answer inbound calls, evaluate problems and complaints, and provide appropriate solutions.
• Respond efficiently and professionally to customer queries and complaints.
• Adhere to company policies and procedures during customer interactions.
• Record Keeping: Maintain accurate customer records in the CRM system, including call logs and reports.
• High Volume Calls: Manage high volumes of calls while providing first-class service consistently.

What are we looking for?
You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You'll have an excellent grasp of exceeding customer needs and an understanding of how to deliver exceptional customer service through a multichannel platform i.e. face to face / telephone / web messages. You will have a background in Customer Services, and knowledge of the housing or construction sectors would be a distinct advantage.
Essential:

• At least 2 years' experience in customer service / reception
• Qualifications in Customer Service / Customer Care
• You will need to maintain a satisfactory basic level DBS check.

Desirable:

• Knowledge of the housing sector
• Engaging effectively with a diverse audience using a diverse range of communication tools.

About Us
We work with our tenants to improve homes, offer high-quality services and inspire communities.
We own and manage around 7,500 homes across South-West Hertfordshire, with a focus on providing much-needed homes for lower-income households.
As a Community Gateway organisation, we're committed to putting our tenants at the heart of everything we do. As well as working closely with residents to make sure we're delivering excellent services, we encourage our tenants to become members so they can vote and make decisions which help to shape what we do.
What can we offer you?
We know that people are our most valuable assets, so we offer a range of benefits including 28 days' annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.
How to apply
If this sounds like your next role, complete the application questions and tell us why you've got what it takes and send us a copy of your current CV.
The closing date is 16th November 2025, (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 17th November 2025.
View our 'Making a difference' business plan

Skills Required