Customer Service Officer (Contact Centre)

About the role

We are looking for a Customer Service Officer to join our contact centre in Wembley Park. You will be the first point of contact for customers, handling enquiries across phone, email, web‑chat and social media while updating our internal systems.

Key responsibilities

• Answer incoming calls across multiple queues including switchboard, housing repairs, domestic abuse and housing needs.
• Provide first‑contact resolution for enquiries via phone, email, web‑chat and social media.
• Search, use and update a range of databases and IT systems to process transactions and resolve queries.
• Handle challenging interactions with tact, diplomacy and empathy.
• Collaborate with internal and external colleagues to resolve complaints and ensure high standards of service.

Required profile

• Previous experience in a call centre or similar customer‑facing role.
• Ability to work full‑time Monday‑Friday, 8:50 am‑5:04 pm.
• Willingness to work onsite for the first three months, then two days a week remote.
• Clear and professional telephone manner.
• Knowledge of the local area is a plus.

Required skills

• Proficiency in using multiple IT systems and databases.

What we offer

• Competitive hourly rate of £17.33.
• Hybrid working model after the initial training period.
• Potential contract extension based on performance.
• Supportive and engaging work environment.