Job Description

Customer Service Officer

Department:

Customer Service Team

Location:

Resolution Plaza, Head Office (with regular travel to local housing centres)

Grade/Salary:

34,158.42 to 38,501.65

Reports To:

Senior Customer Service Officer/Customer Service Manager

Direct Reports:

None

Contract Type: Permanent / Full-Time (35 hours per week)Job Purpose

Our Customer Service Officers are the first point of contact for our customers, and provide excellent customer care to both our external and internal customers. They are our administrative experts, who can help resolve issues at the first point of contact, helping to ensure our services run smoothly. They work efficiently and effectively to help our teams deliver on time and on budget.

The postholder will promote and embed Eastend Homes' values:

o We Care - by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.

o We Are Trusted - by acting with professionalism, integrity, and a commitment to fairness.

o We Are Improving - by using data, feedback, and learning to strengthen services.

o We Are Listening - by being responsive to residents' concerns and tailoring support to individual needs.

Key Responsibilities

1. Operational Support

To provide a customer focussed, proactive, comprehensive and high-quality service to customers. This will include front office reception, responding to telephone, face to face, email, and any other correspondence enquiries made by the Association's residents

Providing first-line response to a wide range of housing-related queries, including repairs, tenancy issues, anti social behaviour, rent payments, parking permits etc.

Providing administration services to internal teams as required including, but not limited to, Asset Management, Housing

Raise repairs requests, deal with ongoing repairs and follow on works, liaising with suppliers and internal and external customers.

Collect phone-based satisfaction survey response through proactive calling based on the requirements of the teams. Work collaboratively across the Association, co-ordinating and cross working to achieve efficiency and supporting other departments as appropriate.

To deliver services that meet key performance targets/indicators, operational service plan objectives, legislation, and regulatory requirements that reflect best practice and always deliver excellent customer service.

Ensure the effective management of the allocated caseload of work, raising concerns and blockages with line manager as appropriate.

Engage with tenants and support resident involvement activities including surveys and consultations.

2. Administration

To monitor and action incoming correspondence via email, post, telephone and internal systems and respond or escalate appropriately in a timely manner

Maintain relevant service-related databases (e.g MRI, Payment Systems), spreadsheets and contractor portal to ensure information is accurate and up to date and can be used, where necessary by management including to satisfy disclosure documents and SARS requests

Ordering and distributing fobs as required

3. Reception Area Management

Maintaining a clean and tidy reception area

Issuing staff and visitors badges while managing the signing-in process

Person Specification

All criteria below are essential unless marked as desirable.

1. Experience

Experience of providing a high quality customer service

Experience working within a customer service environment

Experience of working within a Team to deliver first point resolution

Experience of working in a Housing environment desirableKnowledge

Excellent communication and interpersonal skills - able to engage confidently with residents, colleagues, and partners.

Strong problem-solving skills and ability to manage competing priorities.

IT literate with ability to maintain accurate records and use housing and telephony systems.

Collaborative mindset with the ability to work effectively as part of a team.

Committed to Eastend Homes' values:

o We Care - empathetic and supportive in all resident interactions.

o We Are Trusted - acts with fairness, transparency, and confidentiality.

o We Are Improving - takes initiative, welcomes feedback, and strives for excellence.

o We Are Listening - values resident voice and adapts approach based on need.

Job Types: Full-time, Permanent

Pay: 36,372.00-38,502.00 per year

Work Location: In person