Temporary Housing Response Officer   

Reference no: K&C 5222822   

Pay rate £15.64 per hour PAYE   

Enhanced DBS disclosure required 

To be the first point of contact for customers, contractors and other individuals with regard to housing management, maintenance, tenancy and leasehold queries, rent, service charges and parking 

Key responsibilities: 

• Provide an excellent standard of customer service to every customer 
• Answer, act on and follow up as needed on any inbound communications (calls, emails, virtual, face to face) 
• Accurately capture and log correct and detailed information every time (e.g. using scripts and/or the system diagnosis tool for repairs and checking email, telephone contact details, preferred contact method, etc) to ensure up to date and nothing missed. 
• Accurately diagnose customer repair issues using the system diagnosis tool (Keyfax) and supplement with your own knowledge and experience 
• Demonstrate good understanding of different customer groups/personas, and tailor your style and response appropriately and professionally to meet their needs. 
• Try to resolve calls at first point of contact and to the satisfaction of the customer. 
• Have keen attention to detail to spot potential issues or items that require escalation and take appropriate action. 
• Escalate ongoing repair jobs to colleagues, and alert Team Leaders to issues requiring intervention. 
• Where appointments are required, offer in line with the customer’s preferences and any operational constraints (i.e. only promise the customer if you are confident we can fulfil). 
• Ensure to update systems in a timely manner so information is always current 

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria: 

• GCSE Maths and English or equivalent 
• Knowledge of tenant / residential enquiries 
• Knowledge and understanding of construction drawings 
• Technical knowledge 
• Experience in busy customer services role (ideally call centre), providing excellent customer service every time 
• Experience of handling high volumes of enquiries (telephone, written, virtual or face to face) 
• Excellent verbal and written communication skills 
• Good problem-solving skills 
• Strong multitasking and prioritising skills 

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD. 

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application. 

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF. 

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.