Customer Service Officer

2 weeks ago

Brixton, United Kingdom Housing for Women Full time

**Posted**:06/11/2023 12:11**Salary**:£34,383.51 per annum**Location**:Brixton**Level**:Experienced**Deadline**:20/11/2023 23:59**Hours**:35**Benefits**:27 days holiday; buy and sell annual leave programme; PerkBox; Health Cash Plan and more**Job Type**:PermanentAt Housing for Women, we have a fantastic opportunity for a Customer Service Officer to join our great Customer Service Team on a permanent full time basis.

We are looking for individuals who really want to support our customer service journey to improve what we do and how we do it using the feedback and comments from our residents. This is a brilliant opportunity for a customer service professional with experience of managing multi-channel services to join our vital organisation.

In this highly rewarding role, you will ensure the voices of vulnerable women are put centre stage in our decision making, empowering them to build a safe, secure and bright future.

You will be joining a fun committed team who all aspire to listen, learn and act to improve and build our services to support our customers’ needs and deliver high performing services.

As a people focused organisation, we recognise that your development, health and overall wellbeing are vital and our excellent benefits will promote and support your growth.

**The Role**

As a Customer Service Officer, you will act as an advocate for our service users, ensuring their voices are represented and included in decision making about our service delivery.

Liaising with our operational teams, you will ensure requests, complaints and queries are allocated to the correct team and dealt with efficiently, ensuring backlogs do not occur.

Additionally, you will:

- Deliver excellent communications with residents working closely with internal and external stakeholders to implement service delivery and value for money
- Support resident engagement initiatives
- Maintain effective records to support services to residents
- Monitor query deadlines

**About You**

To be considered as a Customer Service Officer, you will need:

- Experience of working within social housing or a customer service environment
- Evidence of, and commitment to the delivery of a high-quality customer service
- Experience of managing multi-channel services
- Working with new technology/and ICT systems
- The ability to prioritise work effectively, working on your own initiative to deadlines while balancing the competing demands of the job
- Excellent computer literacy including the ability to use Microsoft Office and database packages and internet
- Strong communication skills and the ability to write clear reports for a range of audiences
- A HND (or equivalent) in customer service or equivalent experience

Housing for Women is an independent organisation, and we support women in London to challenge the inequalities they face. As a charity and a registered housing association, we are proud to have housed London’s women for 85 years; providing secure, affordable housing and related services to help them make the most of the opportunities they have.

**Overall Aim**
- Act as the internal advocate for residents, ensuring that their voice is clearly heard and acted on within the operations directorate.
- Support resident engagement activities.
- Deliver excellent communications with residents working closely with internal and external stakeholders to implement service delivery and value for money
- Ensure that an administration support is delivered to enable effective work demand management across the portfolio.
- Ensure the administration of H4W’s customer complaint system, ensuring that individual complaints are allocated and responded to in time.

**Principle Accountabilities**

**_The Customer Voice _**
- The delivery of a focal point for customer service within the operations directorate and wider organisation,
- Promoting good practice and quality of service in line with our organisational values, customer service standards and response targets

**Responding to Customer enquiries**
- Ensuring that customer focus is at the heart of operational activities - and the delivery of service that demonstrates H4W’s corporate values ensuring a timely response to customer queries
- Deliver exceptional service to customers - regardless of their chosen contact method
- Liaise with the operational managers to ensure a smooth and timely service to customers raising service requests
- Ensure all direct calls are answered within agreed service levels and are managed effectively
- Monitoring the mailboxes and liaising with the relevant operational teams to ensure that they are cleared down and backlogs do not occur
- The delivery of business administration and processing function for the operations directorate
- All business-to-business enquiries and administration are handled efficiently, accurately and in line with internal departmental agreements standards.

**_Managing Complaints _**
- To support the Customer Service Manager in the adm

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