Housing Customer Services Officer

The Customer Services Officer (Housing) sits within Woking Borough Council Housing Service, in the Resident Engagement Team. 

The Housing Customer Services team are the first point of contact into the housing service and are the first individuals that many of tenants/leaseholders and residents communicate with. You will advise residents, triage and ensure high levels of customer service. Aiding the Customer Experience to ensure that all queries are responded to within an appropriate timescale.

You will triage contact for the Housing Service to a number of teams; Housing Rents, Housing Management, Housing Assets, Housing Repairs, Resident Engagement, Housing Compliance and Housing Needs/Options. Therefore, an understanding of Social Housing in the United Kingdom would be beneficial, but not necessary.

Contact into Housing Customer Services can be in a variety of forms, including; phone, online form, email and in person. Therefore, IT proficiency will be essential to ensure that all contact is logged and followed up. An understanding of call handling, the use of scripts and best practice would be beneficial.

Ideally the candidate will have experience providing high levels of Customer Service, going over and beyond to ensure customer satisfaction and be able to demonstrate handling of complex contact and complaints. It will be important that you are caring and sympathetic towards residents/customers and are able to work to deadlines to reduce dissatisfaction and potential complaints. Where identified, you must be willing to attend additional training to ensure understanding is in line with Woking Borough Council procedure.

This training may include domestic abuse, suicide and other topics which are sensitive in nature. This is to ensure that call handlers are trained for every possible situation. 

This role is based within Woking Borough Council Civic Offices Monday to Friday.

The Council offers in return a generous flexi time scheme with the ability to take two flexi days a month, membership of the local government pension scheme, discounted health and leisure membership, plus many more excellent benefits.         

The ability to converse at ease with customers and provide advice in accurate spoken English is essential for this post.  An assessment may be required. If you have any queries or would like to discuss this further, please contact the Human Resources team.

Woking Borough Council takes a robust approach to thoroughly checking anyone who has applied to work with vulnerable groups including children.

As this job involves contact with vulnerable groups, successful applicants will be required to obtain a Disclosure Certificate from the Disclosure and Barring Service (DBS). Assistance will be given by the Council and further details can be found in the job pack.

For an informal discussion about the role, please contact Rosalynn Funnell, Resident Engagement Team Leader on rosalynn.funnell@woking.gov.uk or 07458 010 816.     

Closing Date: 2 February 2025

Interview Dates: 10, 11 & 12 February 2025

Woking Borough Council is an equal opportunity employer and values a diverse workforce, welcoming applications from all sections of the community.