Customer Service Officer FTC 12 months

TN United Kingdom; Watford; On-site; GBP 24,000 - 32,000; Full time

Job summary

An established industry player is seeking a highly motivated Customer Service Officer for a 12-month fixed-term contract. This office-based role in Watford involves acting as the face of the organization, enhancing customer experiences through exceptional service. You will engage with customers across multiple channels, ensuring their needs are met while achieving key performance indicators. The ideal candidate will have a strong background in customer service, with a focus on empathy and effective communication. Join a team committed to making a positive impact in the community and enjoy a range of benefits, including generous annual leave and pension contributions.

Benefits

28 days' annual leave pro rata

Employer pension contribution up to 11%

Development opportunities

Comprehensive employee rewards scheme

Qualifications

• At least 2 years' experience in customer service or reception.
• Knowledge of the housing sector is a distinct advantage.

Responsibilities

• Ensure a high standard of service, showing passion for helping customers.
• Manage high volumes of calls while providing first-class service.

Skills

Customer Service

Communication Skills

Active Listening

Education

Qualifications in Customer Service / Customer Care

Tools

CRM System

Job description

Social network you want to login/join with:

Customer Service Officer FTC 12 months, Watford

Client:

Watford Community Housing

Location:

Watford, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

02ce505f2d7b

Job Views:

3

Posted:

10.05.2025

Expiry Date:

24.06.2025

Job Description:

37 hours per week - office based role

We work with our customers and communities to change lives, and we're looking for a highly motivated Customer Service Officer to join our Customer Service Team and help us deliver an exceptional experience to our customers.

What's the role?

As a Customer Service Officer, you will act as the "voice and face" of Watford Community Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call centre.

We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high-quality customer services.

The right candidate will be highly customer-focused and committed to delivering quality services to our residents.

You'll work effectively and proactively with colleagues to give our customers an exceptional customer experience.

Key Responsibilities:

• Ensure a high standard of service, showing passion and enthusiasm for helping customers.
• Utilise exceptional verbal and face-to-face communication skills, along with active listening.
• Answer inbound calls, evaluate problems and complaints, and provide appropriate solutions.
• Respond efficiently and professionally to customer queries and complaints.
• Adhere to company policies and procedures during customer interactions.
• Record Keeping: Maintain accurate customer records in the CRM system, including call logs and reports.
• High Volume Calls: Manage high volumes of calls while providing first-class service consistently.

What are we looking for?

You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You'll have an excellent grasp of exceeding customer needs and an understanding of how to deliver exceptional customer service through a multichannel platform i.e. face to face / telephone / web messages. You will have a background in Customer Services, and knowledge of the housing or construction sectors would be a distinct advantage.

At least 2 years' experience in customer service / reception

Qualifications in Customer Service / Customer Care

You will need to maintain a satisfactory basic level DBS check.

Knowledge of the housing sector

Engaging effectively with a diverse audience using a diverse range of communication tools.

About Us

We work with our tenants to improve homes, offer high-quality services and inspire communities.

We own and manage around 7,500 homes across South-West Hertfordshire, with a focus on providing much-needed homes for lower-income households.

As a Community Gateway organisation, we're committed to putting our tenants at the heart of everything we do. As well as working closely with residents to make sure we're delivering excellent services, we encourage our tenants to become members so they can vote and make decisions which help to shape what we do.

What can we offer you?

We know that people are our most valuable assets, so we offer a range of benefits including 28 days' annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.

How to apply

If this sounds like your next role, complete the application questions and tell us why you've got what it takes and send us a copy of your current CV.

The closing date is 22 May 2025, (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 26 May 2025.

View our 'Making a difference' business plan HERE!