Customer Service and Reporting Officer

Application closing date- 30/07/2025- Location- Halifax- Salary- Scale 4, SCP 7 - 11, £25,584 - £27,269 (Pro rata).- Package- 3 days (Mon-Fri) per week, 22.2 hours, job share. Fixed term to May 2028. There may be the potential to increase to 5 days (37 hours) per week.- Job category/type- Council- Job description

**Post Ref: CC480**

Please note: Internal at risk or redeployee applicants will be seen in the first instance.

Make a Real Difference in People's Lives - Join Our Healthy Homes Service.

Are you passionate about helping others, tackling climate change, and improving lives in your community? The Healthy Homes Service is here to support low-income homeowners and private tenants by making homes warmer, healthier, and more affordable to heat. We do this through energy efficiency upgrades, essential repairs, and accessible financial support.

We are now looking for a Customer Service and Reporting Officer to join our team and help deliver this vital work. This role supports Calderdale Council's key priorities: reducing inequalities, addressing the climate emergency, and building strong, thriving communities.

**About the Role**

You will play a central role in delivering the Warm Homes Local Grant (WH:LG) project, which provides insulation, ventilation, and clean heating improvements to households in need. You will be the first point of contact for customers and partners, ensuring smooth communication, accurate reporting, and excellent service throughout the process.

**Key Responsibilities**
- Maintain accurate and confidential customer records in line with Data Protection and GDPR requirements.
- Ensure the lead contractor submits all required reporting data on time and in line with WH:LG funding requirements.
- Use Excel and other reporting tools to track financial data and scheme outputs, supporting the Housing Project Manager with monthly reporting.
- Reconcile recorded grant expenditure with the Council&©s finance system each month.
- Promote the WH:LG and other schemes to partner agencies and frontline services, encouraging referrals from those working with households most in need.
- Process orders and invoices using the Council&©s Financials system in line with Section 151 of the Local Government Act 1972.
- Liaise with contractors to resolve customer service issues and ensure high standards of delivery.
- Conduct customer care calls and sample home visits at various stages of the work to ensure quality, value for money, and compliance with funding conditions.
- Promote and deliver a wider range of affordable warmth grants and services to households in fuel poverty or without safe, affordable heating.
- Uphold the principles of the Healthy Homes Service equality impact assessment, ensuring fair access to services and that contractors meet equality standards.
- Please note: This is not an exhaustive list of duties. The post holder may be asked to carry out other responsibilities appropriate to the role.

**About You**

We are looking for someone who:

- Has excellent customer service and communication skills
- Is confident using Excel and managing data
- Can work independently, manage a caseload, and prioritise effectively
- Understands the importance of equality, compliance, and delivering value for money
- Is passionate about supporting vulnerable residents and improving housing conditions

For an informal discussion about the role, please contact Sarah Buczynski, Housing Project Manager (WH:LG) on 07766 027435.

**Closing Date: Wednesday 30th July 2025**

**Interview Date: Monday 18th August 2025**

We may utilise digital interview methods.

On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.