3 months contract with a Local Authority Job Summary: • This role involves working as a Housing Resolution Officer within a high-volume, fast-paced inbound contact centre environment. • The post holder will respond to a wide range of enquiries from members of the public, with a particular focus on housing repairs and general council-related issues. • The role is customer service-focused, requiring excellent communication and problem-solving skills to resolve enquiries effectively and efficiently. Key Duties/Accountabilities (Sample): • Handle a high volume of inbound telephone enquiries from residents and members of the public. • Respond professionally and effectively to enquiries covering a range of housing and council services, particularly housing repairs. • Log and track customer queries using relevant housing systems and CRM tools. • Provide accurate information, advice, and updates, ensuring the highest level of customer satisfaction. • Work towards individual and team targets in line with service level agreements and performance standards. • Maintain a calm, polite, and professional manner at all times, particularly when dealing with challenging or sensitive situations. • Escalate complex queries to relevant departments or service areas as required. • Maintain up-to-date knowledge of housing processes, services, and systems. Skills/Experience: • Proven experience working in a call centre or contact centre environment. • Excellent customer service and communication skills, both written and verbal. • Experience dealing with housing repairs enquiries or housing services. • Ability to meet and exceed performance and quality standards in a high-paced environment. • Experience using housing systems (e.g., Northgate or similar). • Confident with using IT systems and inputting data accurately during live calls. • Knowledge or previous use of the Northgate Housing system. • Previous experience in a public sector or local authority setting. Additional Information: • The closing date: 15/09/2025 @17:00. • Flexible hybrid working: 3 days from home, 2 days in the office (after completing training). • A two-week training programme will be provided (classroom-based and shadowing). • 35 hours per week, Monday to Friday, 9:00–17:00.