Customer Contact Officer - Full Time 35 Hours per week Location: Head Office - Didsbury Salary: £26,038 Youllbe the first point of contact for our customers and often colleagues for a wide range of queries that will be received through various contact methods.Youllwork in a fast paced and busy Customer Hub with a focus on providing excellenttimelyresolution for our customers and colleagues. Every day and every enquiryisdifferent, but you will have plenty of support around you to enable you to deliver the level of serviceexpected, includingpeer to peer support, specialists and managers who are all easily accessible to provide the coaching and guidance needed. Whatyoullbe doing Responding to a range of customer and colleague queries which will include raising repairs, rent account management, tenancy related issues, ASB queries, re-housingadviceand complaints. Responding to these enquiries ina timelymanner througha range of ways such as over the phone, by email and by webchat in line with our quality guidelines and service standards. Providing guidanceandassistanceto customers to enable them, where possible, to resolve issues themselves or whereappropriate signpostto other agencies who can support them. Managingdifficult situationsandcustomers, butknowing when to escalate more complex queries to the Neighbourhood Colleagues, Specialists or Team Managers. Identifyingsafeguarding concerns and ensure they are dealt with promptly and in line with our guidelines. Ensuring that clear,comprehensiveandtimelyrecords are logged into our systems for all contacts. Managing customer expectations about the services we offer and have a good understanding of the customers responsibilities when holding a tenancy. Part of a team rota, whereyoullbe working between the hours of 8am to 6pm. Youllworkpart of the week in the office, and part of the week from home (once fully trained) Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to abasic DBScheck. What we need from you A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing A passion to advocate on behalf of people and communities Commitment to work in partnership with others for the benefit of Great Places A commitment to continuous learning and improvement Ability to work flexibly and when needed outside normal working hours to ensure service continuity An ability to work in uncertainty. To be professional and work with integrity,inclusivityand respect for diversity Whatyoullneed Experience of working in a customer focused role Experience of responding to and resolving challenging customer situations The ability to, and comfortable with, making decisions supported by knowledge and experience The ability to build effective relationships with colleagues and other stakeholders so youare able tofind the right information, and resolve problems Experience of using Microsoft office or similar The ability to completetasksinan accurateandtimelymanner when working under pressure Greatwritten and verbal communication Good organisationskillsandtheability to time-manageyourworkload What we give you in return for your hard work and commitment PensionDC scheme (up to 10% contribution from both colleagues and Great Places) WPAHealthcarescheme starts at no contribution level with £1250 of savings available per year (optionto increase & add family members) Ways of WorkingWe offer some hybrid and flexible working Annual leaveStart at 26 days annual leave, increasing up to 30 dayswithin 5 years Bank Holidays Reward & Recognition You Count Rewards are individual rewards for going above & beyond Professional fees The business pays the cost of one professionalrole relatedmembership fee for each colleague The Market Placehigh street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more Wage StreamYou can access savings opportunities andearly accessto wages Health andWellbeingInitiatives Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physicalwellbeingand financial wellbeing Closing date: 2 nd March 2026 Shortlist date: 3 rd March 2026 Interview date: Assessment Day on Friday 13th March