Job Purpose
A dynamic opportunity for a Housing Resolution Officer (Scale 6) to handle customer enquiries within a fast-paced inbound customer service call centre. This role involves responding to a broad range of housing-related queries by phone, focusing on resolving issues and delivering excellent customer service to the community.
Key Responsibilities
* Manage high volumes of inbound calls from the public regarding housing repairs and services.
* Provide accurate advice and resolutions for enquiries using housing management systems.
* Log, update, and resolve cases efficiently, maintaining high standards of accuracy and customer care.
* Deliver clear information on housing-related services, actively listening and problem-solving for callers.
* Foster a positive team attitude, meeting set performance and customer service targets.
* Safeguard customer confidentiality and adhere to data protection regulations.
* Complete a two-week training program including classroom and shadowing elements before beginning full duties.
* Work flexibly on a rota basis: typically 3 days from home, 2 days in the office after training.
Person Specification
Experience & Knowledge
* Call centre experience required—Essential.
* Experience managing housing repairs enquiries—Essential.
* Able to use housing management systems; Northgate experience preferred.
* Proven ability to work quickly and accurately in high-pressure environments.
Skills & Abilities
* Confident verbal communicator with strong telephone skills.
* Competent IT user with experience in data entry and customer service systems.
* Creative problem-solver, organised, and able to prioritise to consistently meet deadlines.
* Positive, adaptable attitude and able to work effectively as part of a team.
Hours & Working Pattern
* Full-time, 35 hours per week.
* Hybrid working: 3 days home, 2 days office after initial training period.
Pre-Employment Requirements
* Right to work in the UK. (Passport or any Photo Id that proves your Right to work)
* National Insurance Number.
How to Apply
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Reference ID: RQ1600273
Job Types: Full-time, Temporary, Fixed term contract
Contract length: 2.7 months
Pay: £17.54 per hour
Expected hours: 35 per week
Application question(s):
* Call centre experience required
* Experience managing housing repairs enquiries
* Proven ability to work quickly and accurately in high-pressure environments.