A housing organisation in London is seeking a Customer Service Officer / Customer Service Advisor to provide high-quality advice and support to residents, particularly those who may be homeless or at risk of homelessness.
The role involves working closely with the Housing Options Service to deliver key objectives related to homelessness prevention. The successful candidate will support households in making informed decisions that help prevent homelessness or assist them in securing suitable accommodation, while maintaining excellent frontline customer service.
Key Responsibilities
* Act as the first point of contact for residents, handling enquiries via phone, email, and digital channels in a professional and timely manner.
* Provide clear and accurate advice on housing services, tenancy queries, repairs, and homelessness prevention.
* Support the Housing Options Service in delivering key service objectives and assisting vulnerable households.
* Help residents explore housing options and practical solutions to prevent homelessness or find suitable accommodation.
* Log, update, and manage customer interactions using housing management and CRM systems.
* Resolve issues at the first point of contact where possible and escalate more complex cases appropriately.
* Liaise with internal teams, contractors, and external partners to ensure resident enquiries are followed up and resolved effectively.
* Maintain accurate records of interactions while ensuring compliance with data protection and confidentiality standards.
* Deliver a consistently high level of service in line with organisational values and customer service standards.
Skills and Experience
* Proven experience in a customer service role, ideally within a housing association, local authority, or public sector organisation.
* Excellent written and verbal communication skills with the ability to engage empathetically and professionally with residents.
* Confidence using housing management systems and customer service platforms.
* Strong organisational skills with the ability to manage a high volume of enquiries in a busy environment.
* Resilience and the ability to handle challenging or sensitive situations calmly and effectively.
* Understanding of excellent customer care principles.
* Flexibility to work from a North West London office when required.
If you’re an experienced Customer Service Advisor with a background in housing and you’re looking for your next opportunity, we’d love to hear from you. Apply now to be considered for a virtual interview, or contact Emily Nolan for more information
Salary description
£19.00 - £20.00 per hour