5 Month Contract With A Local Authority Job Purpose: To act as the first point of contact for customers accessing housing services, ensuring high-quality, timely, and accurate responses to a wide range of enquiries. The Customer Hub Officer will resolve queries wherever possible at first contact and provide support across tenancy management, repairs, lettings, rent, and general housing-related issues. Key Responsibilities: Handle incoming enquiries via phone, email, web chat, and other channels in a professional and empathetic manner. Provide accurate information, advice, and guidance on a wide range of housing services, including repairs, rent accounts, tenancy management, and anti-social behaviour. Resolve customer issues at first point of contact wherever possible, escalating to specialist teams only when necessary. Log and track all interactions using the Customer Relationship Management (CRM) system, ensuring records are up to date and follow-ups are actioned. Raise and schedule repairs with contractors in line with agreed service levels and priorities. Liaise with internal departments (Repairs, Housing Management, Income Team) to ensure seamless service delivery. Support digital self-service by guiding customers to use the organisation’s online portals and resources. Identify and report safeguarding concerns, tenancy fraud, or urgent welfare issues in line with organisational procedures. Take part in customer feedback and satisfaction monitoring, identifying areas for improvement. Meet performance targets and KPIs relating to customer satisfaction, call handling times, and resolution rates. Maintain strong knowledge of housing policies, tenancy types, service charges, and local procedures. Requirements Experience in a customer service or contact centre environment, ideally in housing, public sector, or social care. Excellent communication skills – both written and verbal. Ability to remain calm and professional in high-pressure situations, including when dealing with vulnerable or upset customers. Strong IT skills including use of CRM systems, MS Office, and web-based tools. Ability to multi-task, manage competing priorities, and work effectively in a fast-paced environment. Understanding of confidentiality, data protection (GDPR), and safeguarding principles. Commitment to providing a fair, accessible, and inclusive service to all customers.