Customer Service Officer 6-Month FTC

Job Title: Customer Service Officer - 6-Month Fixed Term Contract

Location: On site / Watford, UK

Job type: Fixed term / Full-time

Sector: Housing Housing Association

Annual Salary: £30,386 (pro rata)

Overview

Chime Housing works with customers and communities to change lives. We are looking for a highly motivated Customer Service Officer to join our Customer Service Team and deliver an exceptional experience to our residents.

As a Customer Service Officer you will act as the voice and face of Chime Housing, enhancing the customer experience and supporting the team to achieve KPIs within a call centre. You will use proactive, multi channel communication to meet customers' needs.

Key Responsibilities

• Be the first point of contact for the organisation's customers, assisting with enquiries and liaising with other staff members as required.
• Assess and resolve enquiries, requests and complaints by telephone, email, online or face to face where possible.
• Administer the repairs process: call handling, email responses, diagnosing faults, raising, allocating, and issuing jobs, managing WIP, and completing works on the system in a timely and effective manner.
• Strive for first time resolution, taking ownership to resolve queries effectively.
• Apply sound judgement to resolve customer queries related to repairs and maintenance, managing them sensitively to satisfactory resolution.
• Provide accurate repairs advice to customers.
• Demonstrate empathy, professionalism and conflict management skills, balancing customer and internal stakeholder requirements.
• Act as a key point of contact for customer enquiries and signpost queries appropriately.
• Ensure all customer enquiries are dealt with promptly, courteously and with excellent service in all communications.
• Provide comprehensive information to customers, advising on services, policies and procedures to inform or resolve their needs.
• Use sound judgement to make decisions within established procedures, logging, processing, and chasing enquiries or repair requests while adhering to procedures, policies, service standards and KPIs to maximise customer satisfaction.

Qualifications

• At least 2 years' experience in Customer Service or Reception.
• Qualifications in Customer Service or Customer Care.
• Maintain a satisfactory basic level DBS check.
• Knowledge of the housing sector.
• Effective engagement with a diverse audience using a range of communication tools.

Benefits

• 28 days annual leave (pro rata).
• Employer pension contribution up to 11%.

Working Style

We embrace agile working - blending time in our communities, shared spaces and remote working. Digital technology is central to our approach, allowing teams and individuals to work flexibly.