Customer Services Officer

LiveWest; Plymouth; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Generous Annual Leave

Pension contributions

Health benefits and perks

Learning and development

Family support

Wellbeing matters

Smarter travel

Giving back

Job summary

LiveWest is recruiting a Customer Services Officer for the Plymouth Foyer, working in our Supported Housing team. You will be the first point of contact for residents and visitors, handling a wide range of enquiries and providing a high-quality housing management service.

The role covers customer service, administration and housing management support, with responsibilities including rent administration, lettings support and ensuring a safe, well-managed environment.

Qualifications

• Role requires handling housing and maintenance enquiries.
• Maintain accurate records and process information.
• Assist with rent administration and lettings within the scheme.
• Provide reception and admin support to ensure smooth daily operations.

Responsibilities

• Provide warm and professional first point of contact for residents, visitors, and callers.
• Support the reception rota to ensure the scheme is always covered.
• Liaise with contractors and Estate Officers to coordinate repairs and access.
• Assist with rent-related processes and inform residents about charges.

Skills

People skills

Record keeping

Diversity awareness

Office procedures

Microsoft Office

Effective communication

Organisation & prioritisation

Problem solving

Literacy & numeracy

Education

NVQ Level 3 or equivalent

Tools

Microsoft Office

Job description

About The Role

We are currently recruiting a Customer Services Officer to join our Supported Housing team. In this varied role, you'll be the first point of contact for residents, visitors and callers, providing a welcoming presence and a high‑quality housing management service. You'll support the smooth running of the scheme by helping residents with day‑to‑day enquiries, assisting colleagues, and ensuring we deliver an efficient, responsive and customer‑focused service every day.

You will handle a wide range of tasks across customer service, administration and housing management support. No two days will be the same - from helping residents with basic enquiries, liaising with contractors, supporting rent administration, maintaining accurate records, and being part of the reception rota at Plymouth Foyer. Working flexibly and collaboratively, you'll play an important role in helping us provide a safe, supportive and well‑managed environment.

Key Responsibilities

• Provide a warm and professional first point of contact for residents, visitors and callers, responding to routine housing and maintenance enquiries.
• Support the reception rota to ensure the scheme is always covered.
• Liaise with the Customer Service Centre, contractors and Estate Officers to ensure repairs and access arrangements are handled efficiently.
• Assist with rent‑related processes including registering rents, informing residents about charges and accepting payments.
• Support lettings and allocations for new and existing properties within the scheme.
• Provide administrative support including maintaining accurate records, producing basic written responses and collating information when needed.
• Help ensure safety and safeguarding responsibilities are met, raising concerns promptly.
• Maintain office supplies and assist with meetings, including preparing minutes.

Why should I join LiveWest?

You'll be joining a team that genuinely cares about providing safe, supportive housing to people who need it most. You'll be part of a friendly, collaborative and values‑driven organisation where your contributions truly matter. You'll have the chance to make a meaningful difference every day, develop your skills, and work with a supportive team behind you.

This is a full time role working 37 hours per week, based at our Plymouth Foyer scheme.

We are committed to safeguarding and promoting the welfare of vulnerable groups. Appointment to this role is subject to a satisfactory enhanced DBS check.

For further information about this role, and LiveWest, please view our candidate information pack.

About The Candidate

To be successful in your application for the role of Customer Services Officer, you will have the essential skills and experience for a Level 1 role (please see candidate information pack) and the following role‑specific skills and experience:

Essential skills, knowledge and experience:

• Understanding of people with complex needs.
• Experience of maintaining accurate records and handling relevant information.
• Awareness of diversity issues when working with vulnerable people.
• Knowledge of standard office procedures and equipment.
• Good IT skills, including Microsoft Office, and strong record‑keeping skills.
• Effective communication skills.
• Ability to organise and prioritise work and use your own initiative.
• Ability to assess challenging situations and help find solutions.
• A good level of literacy and numeracy.

Desirable skills, knowledge and experience:

• Previous experience of working in a housing association.
• Experience of working with figures.
• Basic understanding of spreadsheets and databases.
• NVQ Level 3 or equivalent in a relevant field.

Please note: This role is not eligible for a Cos. Applicants must have the right to work in the UK for the full duration of the role without a CoS.

About The Company

Our Reward and Benefits:

• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.

About Us:

At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.

Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.

As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.

We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.

Inclusion at LiveWest:

At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.

We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.

Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.

You can read more about Inclusion at LiveWest by visiting our website.