Customer Services Officer (Housing)

Brackenberry; Swindon; On-site; GBP 10,000 - 40,000; Full time

Job summary

A local authority recruitment agency in Swindon is looking for a Customer Services Officer (Housing) on a 6.5-month contract, likely to be extended. This role is the primary point of contact for residents, managing inquiries about Housing Repairs using call centre technology. Key qualifications include experience in customer service, knowledge of the Data Protection Act, and strong organizational skills. Immediate availability is required for this position.

Qualifications

• Proven experience in a customer-facing role, ideally within a contact centre or administrative environment.
• Ability to use Call Centre telephony systems and digital email technology effectively.
• Strong understanding of the Data Protection Act.

Responsibilities

• Answer inbound telephone calls and digital emails from customers.
• Provide customers with support and guidance to self-serve.
• Manage and process reports regarding Housing Repairs.

Skills

Customer service skills

Active listening

Organization

Effective questioning

Tools

Call Centre technology

Digital email systems

Job description

We are working closely alongside with a local authority in Swindon to assist with the appointment of a Customer Services Officer (Housing) on a 6.5-month contract, highly likely to be extended at the client's discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £13.90 - £18.48 per hour

Summary

The Customer Services Officer acts as the primary point of contact for Swindon Borough Council residents, specifically managing inbound inquiries related to Housing Repairs. The role involves using call centre and digital email technologies to provide professional, courteous, and efficient service. A key focus of this position is empowering residents with the confidence to utilize self‑service options for future inquiries while ensuring all data is handled in strict accordance with the Data Protection Act.

Responsibilities

• Answer inbound telephone calls and digital emails from customers using dedicated Call Centre technologies.
• Listen attentively to customer requirements and ask pertinent questions to establish facts and gain a full understanding of their needs.
• Once needs are identified, provide customers with the support and confidence to self‑serve or use Council equipment to address their own queries.
• Strictly adhere to the Data Protection Act and Council policies regarding the handling of sensitive resident information.
• Specifically manage and process reports from residents regarding Housing Repairs.

Essentials

• Ability to use Call Centre telephony systems and digital email technology effectively.
• Proven experience in a customer‑facing role, ideally within a contact centre or administrative environment.
• Ability to establish facts through effective questioning and active listening.
• A solid understanding of the Data Protection Act and the importance of maintaining confidentiality.
• Strong organizational skills to manage inbound repairs reporting and documentation accurately.

Please note

• You should be available to work immediately or at short notice.
• You should have right to work in the U.K.

Disclaimer

Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important

We will interpret your application as permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. In case the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.