Customer Services Officer

South Liverpool Homes; Liverpool; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Generous annual leave

Birthday off

Real Living Wage Employer

Medical Cashplan

Free parking

Job summary

South Liverpool Homes in Liverpool seeks a Customer Services Officer to resolve housing-related queries via phone and digital channels. You will join a team to deliver a consistent, high-quality right-first-time service and ensure customers are treated fairly and listened to.

You will have GCSE Maths and English (or equivalent) and experience interacting with customers across methods, with strong workload management and record-keeping skills. The organisation values inclusion and customer focus.

Qualifications

• GCSE Maths and English (A*-C/9-4) or equivalent.
• Experience interacting with customers via phone, in person and in writing.
• Ability to prioritise workload and resolve issues at first contact.
• Accurate record-keeping and effective teamwork.

Responsibilities

• Resolve housing-related queries over the phone and across digital platforms.
• Deliver a consistent, high-quality customer-focused service with right-first-time outcomes.
• Work with colleagues to prioritise workload and maintain records accurately.

Skills

Customer service

Communication

Teamwork

Education

GCSE Maths & English

Job description

Hours: 35 hours per week, between the hours of 08:00 – 17:00.

Contract Type: Permanent

Closing Date: 30th of September

Recruitment Date: 14th of October

Our vision is Great homes. Strong communities. Bright futures.

This vision supports our mission to provide quality homes and community-enhancing services to those in need. As a social landlord and a major stakeholder in the communities where we work, we work to tackle societal issues and help close the gap on the multiple inequalities that our communities face. Fundamental to this is the provision of good quality housing that people are proud to call their home.

What will your role be?

Our team of Customer Services Officers are the first people our customers speak to, resolving a wide range of housing-related queries over the phone and across our digital platforms. You will work within the team to ensure a consistent, high quality, customer-focused ‘right first-time’ service is delivered by responding to all contacts and enquiries ensuring our customers are treated fairly, listened to and their views acted upon.

For further information, please review the job description within the recruitment pack attached below.

Who are we looking for?

You will have a general level of education including GCSE Maths and English (grace A*-C/9-4) or equivalent and have experience interacting with customers and providing a high-quality service, via various communication methods including telephone, face-to-face and in writing with a desire to resolve issues at the first point of contact. You will be able to manage and prioritise your workload, problem-solve, accurately maintain records and work effectively as part of a team.

For further information, please review the person specification within the recruitment pack attached below.

You’ll love being part of a caring, inclusive, professional and innovative organisation. You’ll work with colleagues who feel happy, motivated and passionate about what they do as well as working for an organisation that will support and inspire you to do your very best.

We are always working to increase diversity and seek people who can bring diverse thinking, who care about our purpose, and fully support our values and commitment to our customers. We therefore welcome applications from all diverse backgrounds, cultures, perspectives, and experiences to support innovation, creativity, and to help us build balanced teams from all walks of life.

We understand applicants from ethnic minority backgrounds and/or with a disability may have experienced additional barriers when applying for a new role and so we offer applicants from ethnic minority groups or disabled applicants a guaranteed interview if they wish to apply under the relevant scheme and meet all the essential criteria outlined in the person specification.

The Company

South Liverpool Homes (SLH) manages over 3,800 homes, predominantly in the Speke and Garston area of Liverpool. We provide a range of homes to meet the needs of our customers, including social rent, affordable rent, rent to buy and shared ownership.

Providing a safe and comfortable home is our core purpose, however, we provide more than just a roof over people’s heads. We are delivering ground-breaking services to help improve the life chances of the local community whilst continuing to be a strong and vibrant organisation.

Our overarching vision is dedicated to delivering great homes, strong communities, and bright futures, guided by four key objectives: People, Place, Planet, and Pound.

The Benefits

• Generous annual leave
• Your birthday off
• Real Living Wage Employer
• Medical Cashplan
• Free parking

Our Values

• We are inclusive

We respect and value each other, we are stronger working together.

• We make it happen

We innovate; using our passion and energy to be bold, find solutions and make a real difference.

We care about the wellbeing of our customers, our colleagues and the communities we work in. They are at the heart of everything we do.

• We take ownership

We take personal responsibility for our actions; doing what we say we will do.

• We are professional

We value experience and expertise, but also love to develop potential.

South Liverpool Homes

Parklands, Conleach Road
Speke, Liverpool
L24 0TY