Housing Services Officer

4 weeks ago


London, Greater London, United Kingdom Carrington West Full time

We are seeking a dedicated Housing Services Officer to provide comprehensive, person-centred housing management services. In this role, you will serve as the first point of contact for residents and non-residents, addressing a wide range of housing-related requests and delivering excellent customer service.

As a Housing Services Officer, you will ensure timely, efficient, and professional handling of enquiries through multiple channels, including phone, email, website, CRM systems, and apps. You'll play a vital role in assessing resident needs, identifying opportunities for early intervention, and promoting digital solutions to streamline service delivery.

Key Responsibilities
  • Use modern workflow practices and technology to improve response times for service requests, enquiries, payments, and reports.
  • Encourage residents to use digital and self-serve options, supporting the council's channel shift program.
  • Provide housing advice and tenancy-related support to tenants, families, and advocates.
  • Conduct risk and vulnerability assessments, escalating as needed.
  • Collaborate with other teams and external services to safeguard residents and ensure holistic support.
  • Contribute to service and process improvements for customer interactions.
The Ideal Candidate
  • Previous experience providing advice in a housing, public sector, or equivalent setting is essential. Familiarity with multicultural community service delivery is a plus.
  • Able to manage workloads under pressure while maintaining high standards of customer service.
  • Comfortable using Microsoft Office 365 and housing-related databases, promoting digital solutions where possible.
  • A passion for helping residents and making a positive impact on their lives, with empathy and a focus on delivering top-tier customer service.


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