Customer Services Officer

TCH; Epsom; Hybrid; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Salary £35,133

Pension up to 10%

Life assurance 4x

30 days annual leave

Volunteer days

Eye test voucher

Parental leave

Flexible benefits

Flu vaccinations

Job summary

Town and Country Housing is seeking a customer-focused individual to join our Customer Service team. You will be the first point of contact across phone, email and digital channels, handling inquiries with professionalism.

This full-time hybrid role requires strong communication, IT proficiency and a passion for delivering excellent service. You will work in a team and contribute to continuous service improvements.

Qualifications

• Proven ability to communicate clearly in writing and verbally.
• Proficient in Microsoft Office and IT systems.
• Committed to delivering excellent customer service.
• Able to stay calm and professional in challenging situations.

Responsibilities

• Be the first point of contact for customers via phone, email and digital channels.
• Handle a wide range of enquiries including repairs and ensure timely resolutions.
• Maintain accurate records and support service improvements.
• Collaborate with colleagues and partners to meet customer needs.

Skills

Strong written and verbalcommunication

IT skills (Microsoft Office)

Customer service mindset

Resilience and professionalism

Tools

Microsoft Office

Job description

Our Vacancy

We’re looking for a customer‑focused person with strong communication skills and a genuine passion for delivering excellent service. You’ll be organised, able to manage a varied workload in a fast‑paced environment, and experienced using IT systems. You’ll bring a proactive approach, using your initiative to solve problems, support vulnerable residents where needed, and contribute to continuous improvement. A team‑focused attitude, resilience, and a passion for putting customers first are essential.

What you’ll do

You will be the first point of contact for our customers, delivering a professional, responsive, and high‑quality service across phone, email, and digital channels. Working as part of a team, you’ll manage a wide range of enquiries, including repairs, ensuring timely resolutions while maintaining accurate records. You will play a key role in delivering a positive customer experience, supporting service improvements, and working collaboratively with colleagues and partners to meet customer needs.

What you’ll need

• Strong written and verbal communication skills
• Good IT skills, including use of Microsoft Office systems
• A passion for providing excellent Customer Service
• Confidence to handle challenging situations with resilience and professionalism

This is a full time permanent position working 40 hours a week, the current opening hours of the Customer Service Centre are 8am to 5:00pm Monday to Friday. You will be required to carry out your contracted hours within these opening times.

Why join us

When you join Town and Country Housing, you're joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included and empowered.

What we offer

• Annual Salary £35,133
• Contributory pension scheme up to 10% matched contributions
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• 24/7 digital GP service and counselling helpline (including face‑to‑face sessions)
• Free annual eye test voucher and contribution towards glasses
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible benefits scheme, including family friendly benefits and access to a discount portal
• Annual flu vaccinations

Please read before applying

You must have the right to work in the UK; we are unable to provide a visa sponsorship.

We reserve the right to close this advert early if we receive a high volume of suitable applications.

This is a hybrid role where we expect all staff to come into their base office 3 days a week (everyday during induction which could be up to 3 months).

Accessibility and Inclusivity

As a Disability Confident Committed employer, we are committed to ensuring our recruitment process is accessible to everyone. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for our vacancies. We will make reasonable adjustments where required throughout the recruitment process. Applicants who require reasonable adjustments to the application process, assessment methods, interview arrangements or other recruitment activities are encouraged to let us know of how we can offer support to enable them to participate fully.

Interviews

Interviews will be taking place in person on 14th October