RQ - Customer Support Officer (Scale 6)

Client: Enfield Council

Location: 36-44 South Mall

PAYE Pay Rate: £17.54 per hour

Working Pattern: 35 hours per week, Monday to Friday, 9:00am-5:00pm. Hybrid working, with office attendance on Monday and Tuesday and working from home on Wednesday, Thursday and Friday.

Main Purpose of the Role

To manage and resolve housing complaints, Members' Enquiries and Housing Ombudsman cases, providing timely, accurate and customer-focused responses.

Typical Day

• Log and investigate housing complaints.
• Review case records and gather relevant information.
• Liaise with internal teams and contractors.
• Draft Stage 1 and Stage 2 complaint responses.
• Handle Members' Enquiries and Ombudsman requests.
• Monitor deadlines and ensure responses are issued on time.
• Maintain accurate and confidential records.
• Identify service failures and learning opportunities.

Key Skills & Responsibilities

• Excellent written and verbal communication.
• Strong customer service and complaint-handling skills.
• Good investigation and problem-solving abilities.
• Excellent attention to detail.
• Ability to manage deadlines and multiple cases.
• Professional and empathetic approach.
• Good organizational and IT skills.
• Understanding of confidentiality and data protection.

Essential Requirements

• Experience in customer service, complaints, housing or administration.
• Experience investigating and responding to complaints.
• Strong written communication skills.
• Ability to work independently and as part of a team.
• Ability to handle sensitive information professionally.

Desirable:Local authority or housing experience and knowledge of Housing Ombudsman requirements.