Housing Customer Service Specialist (14-Month FTC)

Chime Housing; Watford; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Pension up to 11%

Job summary

Chime Housing in Watford is seeking a Customer Service Officer on a 14-month fixed term contract. This office-based role requires 37 hours per week with potential for home-working after probation.

You will be the voice and face of the organisation, delivering high-quality customer service and managing enquiries across multiple channels. As part of the Customer Service Team, you’ll handle repairs, signpost queries, and strive for first-time resolution while meeting KPIs.

Qualifications

• At least 2 years' experience in Customer Service / Reception.
• Qualifications in Customer Service / Customer Care.
• Satisfactory basic DBS check.
• Knowledge of the housing sector.
• Ability to engage with diverse audiences using various communication tools.

Responsibilities

• Be the first point of contact for customers and liaise with staff as required.
• Assess and resolve enquiries, requests and complaints by phone, email, online or face to face.
• Administer the repairs process: call handling, emails, diagnosing faults, raising and tracking jobs.
• Aim for first-time resolution and take ownership to resolve queries.
• Provide accurate repairs advice and manage customer expectations.
• Demonstrate empathy and professionalism while balancing customer and internal needs.
• Signpost customer queries appropriately and ensure courteous service.
• Provide information on services, policies and procedures to inform or resolve needs.
• Log, process and progress chase enquiries or repairs within established procedures.

Skills

Customer Service

Reception experience

Communication skills

Education

Qualifications in Customer Service / Customer Care

Job description

Chime Housing in Watford is seeking a Customer Service Officer on a 14-month fixed term contract. This office-based role requires 37 hours per week with potential for home-working after probation.

You will be the voice and face of the organisation, delivering high-quality customer service and managing enquiries across multiple channels. As part of the Customer Service Team, you’ll handle repairs, signpost queries, and strive for first-time resolution while meeting KPIs.