Housing Customer Service Officer

Housing Customer Service Officer

Pay: £14.48 per hour

This is a hybrid position, with 50% of working time based at our Lyndhurst office. Please note that the initial training period will be office-based on a full-time basis.

We are currently seeking a full-time Housing Customer Service Officer to join our busy Contact Centre on a temporary basis. This role will provide support while we recruit to permanent part-time positions, assist through a period of change as we implement multiple new systems, and help meet increased demand during the busy winter months.

The Role

As a Housing Customer Service Officer, you will be the first point of contact for customers, delivering a professional, efficient and high-quality service across a variety of housing enquiries. You'll work within a fast-paced contact centre, handling enquiries through multiple communication channels while ensuring an excellent customer experience.

Key Duties

• Provide first-class customer service via telephone, face-to-face and web-based enquiries.
• Offer information, advice and guidance on a wide range of housing services.
• Process customer payments and maintain accurate financial records.
• Raise repair requests and book or reschedule appointments.
• Record customer comments, compliments and complaints in line with procedures.
• Process internal transactions and bookings.
• Carry out daily reconciliations where required.
• Maintain accurate records using a range of software systems and databases.
• Ensure all work is completed in line with service standards, policies and procedures.
• Support the achievement of service performance targets.
• Provide general administrative support across the service when required.

What We're Looking For

• Previous experience in a customer service or contact centre environment.
• Excellent communication and interpersonal skills with the ability to handle a wide range of customer enquiries.
• Strong IT skills, including Microsoft Word, Excel and Outlook, with confidence using multiple systems.

If you're passionate about delivering excellent customer service and want to make a positive difference to customers accessing housing services, we'd love to hear from you.

To find out more information please contact Lily at

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.