Customer Services

At The Housing Network we believe that when vulnerable people have a good home and a helping hand, they become more independent and less reliant on local authorities and that is exactly what we aim to achieve.

We partner with local authorities and other organisations and provide good quality, safe places for people to live. We understand that each situation and resident is different, so we work hard to provide the right homes quickly that ensure each individual is looked after well. Whether the need is temporary, supported shared, or more specialist accommodation, all of our properties meet the same quality standards, are well looked after and have a 24/7 maintenance service that fixes problems day or night.

Our employees are a reflection of the social value that is at the core of what we do and every role plays a critical part in delivering a first class service.

**Job Overview**:
The role is to work and be a part of our busy Temporary Accommodation Bookings and Customer Services team at our Luton Head Office. You’ll join an energetic and busy team that arranges bookings, moves and cancellations from our 100+ Local Authority partners and the Ministry of Justice. Liaising with individuals and families who have been referred into our Temporary Accommodation homes and houses across the UK. As part of our Temporary Accommodation Bookings and Customer Services team, you will be responsible for ensuring that you are delivering the highest standard of customer service and are responsive and sympathetic to our client’s needs.

**Responsibilities & Duties**

The Housing Network are a provider of accommodation to the Public Sector. We offer temporary accommodation that is a direct replacement for the use of B&B’s and hotels through to long term supported accommodation. We currently provide in excess of 1,200 self contained properties and 500 HMO’s rooms.

We are currently recruiting for an ambitious and proactive person to work within our bookings and administration team and to assist us in delivering a high standard to both our occupiers and the booking authority. Our Booking Agents are the main contact for property reservations and therefore, must offer an excellent service. You will be customer focused with the ability to interact empathetically with a wide variety of people. Working as part of the Administration Team, you will serve as the first line of inquiry for reservations within one of our properties across the UK.
- A positive and happy disposition
- Ability to deliver excellent customer service at all times
- Ability to handle different types of calls and enquires and show empathy and understanding when our customer are upset or angry
- Excellent organisational skills
- Ability to multi-task
- Work as part of a team
- Demonstrate the highest attention to detail when performing booking tasks
- Create strong working relationships with colleagues, Local Authorities and Occupiers

**Personal Characteristics**

**Skills**

The role holder must have the following skills:

- Confident communicator with excellent written and verbal communication skills
- Extremely well organised
- Able to work well under pressure
- Good at multi-tasking
- The ability to prioritize
- Good computer skills.
- Able to work alone and part of a team

**Knowledge**

Customer Service experience and attention to detail whilst being able to work at a fast pace under pressure is vital and a good understanding of the Companies internal processes and procedures is important.

**Behaviour**
- Methodical in approach to ensure everything is done accurately and comprehensively
- Resilient and able deal with people who are complex and sometimes challenging
- Keen to support colleagues and ensure business is working cohesively and to the same objectives
- Keen on strong compliance culture
- Adaptability and being prepared to help out if circumstances require

We would expect you at all times to:

- act with integrity
- act with due skill, care and diligence
- act with professionalism
- be open and co-operative with colleagues
- act with compassion to those both within the Company and those who we support in the accommodation

**Job Types**: Full-time, Permanent

Pay: £23,000.00-£26,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- On-site parking
- Referral programme
- Sick pay

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Luton: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Administrative: 1 year (required)
- Customer service: 1 year (preferred)

Work Location: In person