Part Time Customer Service Officer

Hyde Group; City of Westminster; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading housing provider is looking for a Customer Service Officer to join their team in the City of Westminster. This role involves handling inbound calls from customers, managing a high volume of demanding inquiries, and ensuring a positive customer experience. Candidates should have a background in customer service, strong communication skills, and the ability to handle difficult situations with empathy. The position offers flexibility with hybrid working options and a range of employee benefits.

Benefits

Excellent pension scheme

Generous holiday allowance

Life assurance

Award-winning flexible benefits platform

Support for learning and career development

Qualifications

• Experience in managing high volumes of calls professionally.
• Ability to meet or exceed KPIs and service targets.
• Skills in providing excellent service across various communication channels.

Responsibilities

• Act as the first point of contact for customers via inbound calls.
• Manage 25-30 demanding calls daily with professionalism.
• Refer specialist and complex enquiries to the appropriate teams.
• Provide excellent service and ensure customer satisfaction.

Skills

Proven experience in customer service

Strong communication and rapport-building skills

Ability to handle difficult calls with resilience and empathy

Proactive mindset

Job description

Hyde is looking for a Customer Service Officer to join our collaborative and values-driven team. This is a fantastic opportunity to grow your career in a supportive environment that champions employee wellbeing, continuous learning, and long-term development.

You will receive a comprehensive 6-8 week induction period with full training before you begin speaking to customers on the phone. After that, you will have the flexibility to work two days per week in the office and three days from home, with the option to work in the office more often if preferred.

As a Customer Service Officer at Hyde, you will be the first point of contact for our customers within a busy inbound call centre. You will handle a high volume of demanding and challenging telephone calls, aiming for a speedy resolution and ensuring every customer has a positive experience. Your role will be key in building rapport, resolving queries efficiently, and delivering a consistently high standard of customer service.

Key Duties

• Act as the first point of contact for customers via inbound calls.
• Manage 25-30 demanding calls daily with professionalism and empathy.
• Refer specialist and complex enquiries to the appropriate teams.
• Provide excellent service across all communication channels.
• Consistently meet or exceed KPIs and service targets.

Why Join Hyde?

• Proven experience in customer service.
• Strong communication and rapport-building skills.
• A proactive mindset and passion for delivering excellent customer care.
• The ability to handle difficult calls with resilience and empathy.

Hyde is part of the Hyde Group, one of the UK's leading housing providers, managing and owning around 120,000 homes nationwide. We're committed to building safe, sustainable communities where people can thrive. With a strong social purpose, long-term investment plans, and a focus on innovation, Hyde is a place where you can grow your career while making a real difference.

The Benefits of Joining Hyde

• Excellent pension scheme.
• Generous holiday allowance.
• Life assurance.
• Award-winning flexible benefits platform.
• Support for learning and career development.
• Hybrid working options available.

Diversity, Inclusion & Accessibility

Equity, diversity, and inclusion are at the heart of who we are at Hyde. We're committed to creating a workplace where everyone feels respected, valued, and able to be their authentic selves. By embracing different perspectives, backgrounds, and experiences, we unlock innovation and reflect the diverse communities we serve. At Hyde, inclusivity isn't a one-off initiative – it's embedded in our culture and central to how we work every day.

As a Disability Confident Employer, we're committed to providing reasonable adjustments throughout the recruitment process and beyond.

We reserve the right to close this advert early if a suitable candidate is identified.