Full job descriptionCustomer Services Officer – 6 month contract
Central London | £19.62 per hour (umbrella) | 37.5 hours per week | Monday to Friday
An exciting opportunity has arisen for a proactive and customer-focused Customer Services Officer to join a resident-led housing organisation responsible for managing a historic residential estate in Central London.
As the first point of contact for residents, leaseholders and contractors, you will play a key role in delivering an efficient and responsive repairs service, ensuring residents receive a professional and high-quality customer experience from initial enquiry through to completion of works.
The Role
*Act as the first point of contact for residents reporting repairs via telephone, email, online and face-to-face.
*Diagnose, log and prioritise repair requests in line with service standards.
*Coordinate appointments with contractors and operatives.
*Keep residents informed throughout the repairs process, providing excellent customer service.
*Liaise with contractors and key stakeholders to ensure repairs are completed within agreed timescales.
*Monitor outstanding and overdue works, escalating issues where necessary.
*Handle enquiries and complaints professionally and effectively.
*Maintain accurate records and support reporting requirements.
*Assist with resident satisfaction initiatives and service improvement activities.
About You
We are looking for someone who can build positive relationships with residents and colleagues whilst remaining organised in a fast-paced environment.
You will have:
*Experience in a customer service role, ideally within housing, repairs, property or a similar environment.
*Excellent communication and interpersonal skills.
*Strong administrative and organisational abilities.
*Good IT skills, including Microsoft Office and database/case management systems.
*High levels of accuracy and attention to detail.
*A commitment to delivering outstanding customer service.
Desirable experience includes:
*Knowledge of social housing repairs and maintenance services.
*Experience of housing management or repairs scheduling systems.
*Understanding of resident-led housing management organisations.