Customer Care Officer

TN United Kingdom; Wigan; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

Join a forward-thinking council as a Customer Support Officer, where your role will be pivotal in enhancing community satisfaction. You'll manage customer inquiries, support tenants, and ensure effective complaint resolution. This position offers a unique opportunity to contribute to a positive complaints handling culture while working in a flexible environment that values teamwork and initiative. With a commitment to continuous service improvement, you will play a key role in promoting good practices and delivering training. Be part of a team that is dedicated to making a difference in the community and fostering an inclusive workplace.

Benefits

Flexible Working Arrangements

Employee Rewards and Benefits

Qualifications

• Enthusiastic and self-motivated individuals with a focus on customer care.
• Ability to follow procedures accurately and solve problems effectively.

Responsibilities

• Handle customer and business support tasks and investigate service complaints.
• Ensure inquiries are responded to within the set timescales.

Skills

Customer Service

Problem Solving

Attention to Detail

Teamwork

Education

High School Diploma

Job description

Job Title: Customer Support Officer (Housing)

Location: Wigan Town Hall, Library Street, Wigan, WN1 1YN

Hours: 22.2 hours per week

Contract: Temporary 2-year contract

Introduction

Wigan Council is committed to building a diverse workforce that reflects our Borough. We encourage applications from all backgrounds and are dedicated to fostering an inclusive environment where everyone can bring their authentic selves to work and feel a sense of belonging. Join us to make a difference in our communities!

Role Overview

You will handle customer and business support tasks, liaise with tenants, and investigate service complaints from tenants, leaseholders, elected members, MPs, and contractors. Your role requires an adaptable approach, keen attention to detail, and the ability to respond promptly to issues, supporting repair and void services. Ensuring all inquiries are responded to within the timescales set by the Housing Ombudsman complaint handling code (2024) is essential, with a focus on positive resolution and providing appropriate advice and information.

About You

We are looking for enthusiastic, self-motivated individuals who work well as part of a team and can also undertake lone working. You should be able to follow procedures accurately, use your initiative to solve problems, ask the right questions, and take appropriate action. As a Customer Care Champion, you will organize and deliver training and promote good practices to ensure continuous service improvement.

About Us

Wigan Council has been awarded 'Overall Council of the Year' at the APSE Awards. We are part of the Greater Manchester Continuous Service Commitment, ensuring seamless service delivery across supporting organizations.

Our 'Progress with Unity' plan aims to bring positive change over the next decade, creating fair opportunities and thriving communities. We promote a positive complaints handling culture, focusing on customer satisfaction and tenant feedback to improve our services.

We support flexible working arrangements and a blended approach to working from home, the office, or the community, depending on service needs. We offer a range of employee rewards and benefits. To learn more about working for #TeamWigan, please click here.

Additional Information

You must be able to prove your right to work in the UK. Currently, we are not a licensed sponsor. For eligibility, please visit: Prove your right to work to an employer.

For further information, please contact Jo Grundy at [emailprotected].

Application Details

Priority candidates interview date: Monday 26th May 2025

General interview date: Friday 30th May 2025

To view the full job details and apply, please click the links below: