Customer Services Officer – Housing Services

About the role

The Customer Services Officer will join the housing team serving the North Whitley Estate in Reading. Working closely with Affinity Housing staff and the partner contractor Wates, you will deliver a seamless, resident‑focused service for the PFI‑managed properties.

Key responsibilities

• Provide a one‑stop service for residents, handling enquiries, repairs requests and tenancy issues.
• Coordinate with internal teams and external partners to ensure timely resolution of problems.
• Maintain accurate records of interactions and follow‑up actions.
• Support the refurbishment programme and contribute to performance targets such as repair turnaround times.
• Promote equality of opportunity and uphold the organisation’s diversity values.

Required profile

• Proven ability to deliver high‑quality, customer‑responsive services.
• Strong organisational and time‑management skills.
• Team‑player attitude with the ability to work independently when required.
• Commitment to equality, diversity and building positive stakeholder relationships.

Required skills

• Effective communication and interpersonal skills.
• Basic IT literacy for record‑keeping and email correspondence.

What we offer

• Competitive salary ranging from £20,000 to £23,088 per annum, dependent on experience.
• Opportunity to work within a successful, award‑winning housing project.
• Supportive team environment with clear pathways for development.