Housing Services Advisor - Customer Care & Self-Service

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

Job summary

A local authority service provider in Swindon seeks a Customer Services Officer on a 6.5-month contract, likely to be extended. This role involves managing inbound inquiries related to Housing Repairs, requiring strong customer service skills and an understanding of the Data Protection Act. Success in this position means empowering residents to use self-service options while handling data responsibly. Ideal candidates have proven experience in customer-facing roles and possess strong organizational skills.

Qualifications

• 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.
• Solid understanding of the Data Protection Act and the importance of maintaining confidentiality.
• Strong organizational skills to manage inbound repairs reporting and documentation accurately.

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.
• Provide support and confidence for customers to self-serve their queries.
• Adhere to the Data Protection Act and Council policies regarding sensitive information.
• Manage and process reports from residents regarding Housing Repairs.

Skills

Customer service skills

Effective questioning

Active listening

Organizational skills

Job description

A local authority service provider in Swindon seeks a Customer Services Officer on a 6.5-month contract, likely to be extended. This role involves managing inbound inquiries related to Housing Repairs, requiring strong customer service skills and an understanding of the Data Protection Act. Success in this position means empowering residents to use self-service options while handling data responsibly. Ideal candidates have proven experience in customer-facing roles and possess strong organizational skills.