Customer Services Officer

Customer Services Officer – 6 month contract

Central London | £19.62 per hour (umbrella) | 37.5 hours per week | Monday to Friday

An exciting opportunity has arisen for a proactive and customer-focused Customer Services Officer to join a resident-led housing organisation responsible for managing a historic residential estate in Central London.

As the first point of contact for residents, leaseholders and contractors, you will play a key role in delivering an efficient and responsive repairs service, ensuring residents receive a professional and high-quality customer experience from initial enquiry through to completion of works.

The Role

• Act as the first point of contact for residents reporting repairs via telephone, email, online and face-to-face.
• Diagnose, log and prioritise repair requests in line with service standards.
• Coordinate appointments with contractors and operatives.
• Keep residents informed throughout the repairs process, providing excellent customer service.
• Liaise with contractors and key stakeholders to ensure repairs are completed within agreed timescales.
• Monitor outstanding and overdue works, escalating issues where necessary.
• Handle enquiries and complaints professionally and effectively.
• Maintain accurate records and support reporting requirements.
• Assist with resident satisfaction initiatives and service improvement activities.

About You

We are looking for someone who can build positive relationships with residents and colleagues whilst remaining organised in a fast-paced environment.

You will have:

• Experience in a customer service role, ideally within housing, repairs, property or a similar environment.
• Excellent communication and interpersonal skills.
• Strong administrative and organisational abilities.
• Good IT skills, including Microsoft Office and database/case management systems.
• High levels of accuracy and attention to detail.
• A commitment to delivering outstanding customer service.

Desirable experience includes:

• Knowledge of social housing repairs and maintenance services.
• Experience of housing management or repairs scheduling systems.
• Understanding of resident-led housing management organisations.