Job Description

Senior Customer Services Officer

Full Time 37 hours per week

Permanent Contract

FTE Salary up to 26,700 (This will be depending on experience)

We are PFH. We are small and mighty, with less than 50 colleagues. We offer a great team culture where everybody matters and wants to make a difference to our residents to support our charity to be 'more than a landlord'.

Do you want to work somewhere that makes a genuine difference? Where you have autonomy? Where you're trusted to make decisions? Where all colleagues are asked for their input? Where everyone can be involved in driving us forward?
Come and join us.

We Offer:

Join us in a

Senior Customer Services Officer

role.This is a new role with a

Permanent

contract, you'll play a key part in coordinating the daily activities of the team, ensuring that customer enquiries are resolved quickly and effectively.

You'll work closely with the

Customer Services Manager

, taking the lead on day-to-day priorities and helping the team meet performance targets on behalf of Pickering & Ferens Homes (PFH).

This is a

hybrid role

, where you'll spend part of your time

handling customer enquiries

and part

supporting the team

through coaching, task coordination, and escalation management.

Key responsibilities include:

Leading the daily workflow of the Customer Services Team Supporting and coaching team members to deliver excellent service Managing escalated enquiries and ensuring timely resolution Handling a range of customer queries including repairs, housing management, ASB, rent accounts, and complaints Collaborating with colleagues across PFH to improve customer journeys Promoting equality, diversity, and inclusion in all aspects of service delivery

The ideal candidate will have:

Experience in a customer service environment, ideally in housing or a related sector Strong organisational skills and the ability to prioritise tasks effectively A supportive and approachable leadership style Confidence in handling complex or sensitive enquiries A commitment to continuous improvement and customer satisfaction

Salary:

Up to 26,700 depending on experience.

Hours:

37 hours per week

Location:

Our office is located at 7 Beacon Way, Hull, HU3 4AE.

Additional benefits include:

Family Friendly policies Christmas Closure Flexible working hours Excellent pension and benefits BHSF Gold Health Cash Plan Retail Rewards
and you get your birthday off!

To find out more please apply via Indeed attaching your CV with a supporting statement about why you are interested in the role.

Further information relating to this role can be found on the recruitment section of our website www.pfh.org.uk/recruitment/work-for-us/ .

For an informal discussion with regards the role please contact HR via email at recruitment@pfh.org.uk and we will get back to you.

Applications are to be received no later than 9am: Wednesday 3rd of September 2025

We may, depending on applicant numbers, close or extend the closing dates for positions; we would therefore recommend an early application.

PFH is an Equal Opportunities employer and values diversity in the workplace. We welcome applications from all suitably qualified persons regardless of race, gender, sexual orientation, disability, religion/beliefs or age.

We are committed to safeguarding vulnerable adults; therefore, clearance from the Disclosure and Barring Service is required prior to appointment.

We understand our obligations under the General Data protection regulation (GDPR) and are committed to processing your data securely and transparently. Your data (which may include that classed as a special category of personal data) will be processed in line with our legitimate interest to identify suitable candidates for the role, legal requirements or for performance of a task carried out in the public interest. We will treat your data with respect and retain for no longer than is necessary. For further details and your rights please refer to our Fair Processing Notice (JOB APPLICANT DATA) available on our website.

Job Types: Full-time, Permanent

Pay: Up to 26,700.00 per year

Benefits:

Company pension Flexitime Free flu jabs Free parking Health & wellbeing programme Life insurance Private medical insurance Sick pay
Ability to commute/relocate:

Kingston upon Hull HU3 4AE: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 02/09/2025
Reference ID: 005