Customer Service Officer – Housing (Hybrid)

About the role

We are seeking a professional, friendly and customer‑focused Customer Service Officer to join our Housing Services team in Lyndhurst. You will be the first point of contact for members of the public, council employees and elected members, delivering high‑quality information and advice across multiple channels.

Key responsibilities

• Provide first‑class customer service via telephone, face‑to‑face and web‑based enquiries.
• Give accurate information, assistance and guidance on housing enquiries.
• Process customer payments, including cash, credit and debit card transactions.
• Record and respond to comments, compliments and complaints following agreed procedures.
• Handle internal transactions such as bookings and perform daily reconciliation duties.
• Offer cover and support for colleagues when required.
• Monitor service performance indicators and suggest improvements.
• Identify personal training needs and recommend development actions.
• Assist in reviewing and developing team procedures.
• Adapt to new technology and changing ways of working.
• Undertake any other reasonable duties as directed by the line manager.

Required profile

• Excellent verbal and written communication skills.
• Experience working in a customer service environment.
• GCSEs or equivalent in Maths and English at grade C or above.

Required skills

What we offer

• Permanent full‑time contract (37.5 hours per week).
• Hybrid working model.
• Hourly rate of £14.48.
• Opportunities for training and development.