Job Title : Housing Officer (BAND2C) Category : Agency Workers Job Category : Housing Justification : Cover for secondment Hours Per Week : 37.50 Start Time : 08:45 End Time : 17:00 Contract type : Temporary Currently recruiting for a Housing Officer to fill a 3-month secondment. The ideal candidate will possess excellent telephone and administrative skills, as well as the ability to be resilient and demonstrate empathy towards residents. It is important that the chosen candidate can manage residents' expectations firmly and respectfully, although prior experience in housing is not required. Please note that this position is not for tenancy management, resident management, or estate management. It is an administrative support role-based solely in the office, without the option for hybrid working. Key Responsibilities: Provide a high-quality customer experience across multiple channels by delivering an empathic and professional service whilst resolving customer queries and reducing handoffs across the business. Utilise SHP systems and information to deliver the most appropriate outcomes for customers, including an audit trial on NEC of contact transactions and outcomes. Ensure that customer contact details are recorded and updated and deliver a consistent and outcome-focused service for all customer enquiries, resolving them wherever possible across all service areas and escalating in line with agreed processes when unable to resolve at the first point of contact. Become a service matter expert for an allocated service area and provide support to colleagues in that area. Key outcomes include professional service provided to customers, high-quality control and customer satisfaction scores, and the resolution of 80% of enquiries at the first point of contact, resulting in increased customer satisfaction. Essential: Experience in delivering exceptional customer service across diverse channels, such as phone, e-mail, chat, and social media, is highly desirable. The ideal candidate should possess excellent listening skills and the ability to analyse customer needs to provide appropriate resolutions. Strong written and oral communication skills are essential, along with a proactive approach to responding to customer needs and expectations. The ability to work both independently and as a team member is crucial, as is excellent organizational skill with the capacity to prioritise workloads to meet customer requirements. The ability to handle a variety of customers and situations is necessary. Previous experience with NEC (Northgate) or its equivalent is desirable, as is an outcome-focused approach. Requirements The job holder will: Undertake responsibility for customers' enquiries via diverse channels, serving as the initial point of contact for SHP. Demonstrate unwavering dedication to SHP's H.O.M.E values, thereby setting the benchmark for the entire organisation. Adhere to SHP's policies and procedures, ensuring that all enquiries are addressed promptly and efficiently, with suitable signposting provided where necessary. Be accountable for ensuring that all enquiries are resolved by SHP, and follow-up activities are tracked, with customers receiving regular updates on the progress. Participate in the ongoing refinement of customer-related processes, delivering services in accordance with established procedures. Serve as an expert in at least one area of customer service, providing guidance and support to colleagues through knowledge transfer. Collaborate in the induction process of new SHP employees by offering an overview of the Customer Experience. Advocate for new initiatives and user testing within the organisation, and lead by example in promoting equality, diversity, and inclusion. Conduct tenant sign-ups, both for new and existing residents, and conduct face-to-face interviews on behalf of other teams to gather necessary information. Provide reception coverage as needed. Qualifications or Proven Experience: o IT skills o Literacy and numeracy skills