Customer Service Officer – Housing Support

About the role

This temporary position supports a leading housing organisation by providing front‑line assistance to residents. You will handle enquiries through telephone, face‑to‑face and digital channels, aiming for first‑contact resolution in a fast‑paced contact centre.

Key responsibilities

• Act as the first point of contact for customers via phone, in‑person and online.
• Resolve a wide range of housing‑related enquiries, including repairs, anti‑social behaviour, tenancy queries and rent accounts.
• Diagnose issues, raise repair requests, arrange appointments and liaise with contractors.
• Book appointments for surveyors, housing officers, income officers and other service providers.
• Accurately record and update customer information in internal systems.
• Follow up complex cases to ensure high‑quality outcomes.
• Identify vulnerable customers and adapt service delivery accordingly.
• Contribute ideas to improve team performance and customer experience.

Required profile

• Previous experience in a contact centre, customer service or front‑line role.
• Excellent communication skills and the ability to stay calm under pressure.
• Strong organisational abilities with high attention to detail.
• Proven ability to work to targets and manage a busy workload.
• Proactive attitude with ownership of customer enquiries.
• Experience in social housing or a related environment is advantageous.

Required skills

What we offer

• Competitive hourly rate between £15.27 and £19.84.
• Full‑time schedule (37 hours per week) in a supportive team environment.
• Opportunity to develop expertise in housing services and customer support.