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Customer Service Officer

  • Location:


  • Sector:

    Housing & Local Authority

  • Job type:


  • Salary:

    Up to £15.72 per hour

  • Contact:

    Jordan Richards

  • Contact email:

  • Job ref:


  • Published:

    about 1 month ago

  • Duration:

    3 Months

  • Expiry date:


  • Startdate:


Customer Service Officer

Akton has a vacancy for a Customer Service Officer in a Housing Association in Basildon

Purpose of Role:

· To be the first point of contact for all customers contacting Housing Association on all aspects of the provision of services for all business streams, providing appropriate advice and information (either by telephone; email; web chat or in writing)

· Dealing with the enquiries to maximise Right First Time resolution. Where the enquiry cannot be dealt with completely by the Customer Hub, to arrange appointments or pass work on to fieldworkers and other members of staff

· To deliver a consistent level of customer service for HA customers and deliver increased levels of customer satisfaction

Key Responsibilities:

Use in-house systems to log Housing Management enquiries such as:

· Tenancy management enquires, such as reporting of ASB and Domestic Abuse and triaging the cases. Take calls in relation to successions, mutual exchange, subletting reports and notification of death

· Deal with estate service issues such as fly-tipping, abandoned vehicles, issues with cleaning and gardening contractors reporting all problems to the Neighbourhood Managers

· Follow the complaints procedure and log all complaints appropriately

· Deal with rent balance enquiries and take payments, set up and amend direct debits and take payments over the phone

· To answer varied enquires from Leaseholders

· To answer enquiries relating to Service Charges using the appropriate in-house IT systems to provide answers where possible.

Skills/Experience required:

· Experience of working in a housing management environment

· Experience of using IT systems such as word, Excel, Outlook and internal CRM's

· Experience of providing a customer oriented service with a commitment to high standards of customer care and service delivery in an environment where customers may display aggressive behaviour.