A forward-thinking Housing Association (not-for-profit organisation) focused on empowering individuals to achieve stability, seeks a Customer Service Officer, to deliver a high quality, responsive customer focussed service. The main purpose of the role of Customer Service Officer is to provide high quality, professional and efficient customer service to customers including residents, providers and other stakeholders.
Offered as a permanent contract, the position of Customer Service Officer provides a competitive salary, appealing company benefits and flexi time (total working hours per week 37.5 hrs, with core hours being any time between Monday to Friday 8am - 6pm). Ideal candidate would possess experience of working with residents in a social housing or supported housing environment, from a range of backgrounds some with complex needs. *Candidates will be required to undergo a DBS check.

Duties of Customer Service Officer:

• Provide initial assistance and advice to customers regarding a range of queries, including: New resident enquiries, ASB complaints, Safeguarding issues, Repairs enquiries
• Providing a high quality, professional and efficient customer service by telephone and other communication channels including email, chat function and in person
• Accurately record all customer interactions on the system
• Undertake customer satisfaction surveys on a range of services and capture resident insight data to inform service improvements
• Use resident insight and feedback to provide a tailored service
• Provide excellent administrative support to the Resident Services Team
• Liaise with internal customers as required to ensure customer services are delivered in a customer focused and timely manner
• Contribute to continuous improvement using new technologies, best practice and customer insight
• Ensure that Equality and Diversity aims are supported and implemented at all times
• Comply with GDPR requirements and other polices on maintaining personal information and client confidentiality
• Compliant with Health and Safety policies and procedures at all times

Skills/attributes required by Customer Service Officer

• Educated to GCSE level, or equivalent including a good standard of English and Maths
• Experience in a front-line customer services role with the ability to support customers in a polite, friendly and positive manner
• Understand the need to be customer focused and place the resident at the centre of all service delivery
• Excellent customer focus and an ability to change the approach to service delivery depending on customer needs and feedback
• Excellent communication and interpersonal skills, particularly over the telephone
• Computer literate including a working knowledge of Microsoft 365 products
• Experience of using IT based recording and data systems
• Able to work under pressure and deliver results to tight deadlines
• A commitment and ability to work flexibly as part of a team

Location: Birmingham, West Midlands
Hours: Monday to Friday total 37.5 hours per week – Flexitime (core hours 8 am – 6 pm)
Salary: £24,150 p.a. - £28,350 p.a. dependent upon experience
Benefits: Pension, Enhanced Holiday Entitlement, Family Friendly Policies, Cycle to Work, Life/Health Insurance and Discount Portal
Contract: Permanent
If you have the skills required to fulfil the role of Customer Service Officer, please APPLY TODAY!
Job Types: Full-time, Permanent
Pay: £24,150.00-£25,350.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Flexitime
• Life insurance

Schedule:

• Monday to Friday

Experience:

• Supporting diverse residents in social/supported housing: 3 years (required)
• Front line customer service role: 3 years (required)

Work Location: In person
Reference ID: 327/010725/CS

• Provide initial assistance and advice to customers regarding a range of queries, including: New resident enquiries, ASB complaints, Safeguarding issues, Repairs enquiries
• Providing a high quality, professional and efficient customer service by telephone and other communication channels including email, chat function and in person
• Accurately record all customer interactions on the system
• Undertake customer satisfaction surveys on a range of services and capture resident insight data to inform service improvements
• Use resident insight and feedback to provide a tailored service
• Provide excellent administrative support to the Resident Services Team
• Liaise with internal customers as required to ensure customer services are delivered in a customer focused and timely manner
• Contribute to continuous improvement using new technologies, best practice and customer insight
• Ensure that Equality and Diversity aims are supported and implemented at all times
• Comply with GDPR requirements and other polices on maintaining personal information and client confidentiality
• Compliant with Health and Safety policies and procedures at all time