Customer services officer (Housing)

RM Recruit is working in partnership with our Lambeth based housing client to recruit an experienced Customer Services Officer to join their London Housing Team for a period of 4 months. There is a strong likelihood of this role transitioning into a permanent placement for the right candidate.

This is an excellent opportunity for an experienced customer service professional with a strong background in housing and, in particular, housing repairs to join a busy and resident-focused housing service.

As Customer Services Officer, you will provide a high-quality, responsive and efficient housing management service to residents and leaseholders.

You will act as a key first point of contact for residents, responding to telephone and email enquiries relating to housing management and repairs. You will also provide administrative support to the wider London Housing Team and work closely with colleagues to ensure resident enquiries, repairs and actions are progressed efficiently.

Main duties include:

• Acting as the first point of contact for residents via telephone and email.
• Handling inbound housing management and housing repairs enquiries.
• Logging and reporting housing repairs accurately on the relevant system.
• Providing prompt, professional and courteous responses to resident enquiries.
• Resolving service complaints at first point of contact where appropriate.
• Escalating enquiries to the appropriate specialist colleagues when required.
• Recording resident enquiries accurately and in line with procedures.
• Progress chasing outstanding actions and liaising with colleagues.
• Providing administrative support to the Housing Management Team.
• Preparing and issuing correspondence, letters and file notes to a high standard.
• Maintaining accurate manual and computerised records.
• Collating documentation and information as required.
• Supporting meetings, appointments and other administrative activities.
• Providing general support to the housing management and income teams where required.
• Maintaining effective working relationships with colleagues and contributing to the smooth running of the service.
• Ensuring all work is completed professionally, accurately and in line with relevant policies and procedures.

We are looking for a reliable, professional and resident-focused individual who is confident dealing with customers and has a genuine understanding of housing services. Previous housing repairs experience is essential for this position.

You will ideally have experience in a customer service, housing or housing administration environment and be comfortable managing a varied workload while maintaining a high level of accuracy and customer service.

You will have strong experience in housing repairs and customer service and possess excellent telephone and email customer service skills. You will have good IT skills, excellent organisational and prioritisation skills coupled with having the ability to work effectively with residents, colleagues, contractors and other service users. To be considered for this role, you must be available immediately or be available at short notice.

This is a full-time, office-based position working 37 hours per week, Monday to Friday, 9.00am to 5.00pm and interested candidates must be able to commit to this office-based arrangement. There is scope to work one day from home once you are fully settled.

RM Recruit is committed to Equality, Diversity and Inclusion and will treat all applicants equally irrespective of sex, sexual orientation, marital/civil partnership status, age, disability, race, religion, pregnancy, ethnic or national origin.