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Housing Customer Services Admin Officer

Posting date:	12 February 2025
Salary:	£17.27 per hour
Additional salary information:	per hour PAYE
Hours:	Full time
Closing date:	13 March 2025
Location:	Wembley, London, HA9 0FJ
Company:	Triumph Consultants Ltd
Job type:	Temporary
Job reference:	Brent 5262655

Summary

What's involved with this role:

Temporary Housing Customer Services Admin Officer

Job Ref: Brent 5262655

Hybrid working – 3 days a week in the office

Only interested in candidates looking for temp to permanent roles

Please do not apply for this role unless your CV meets the following general requirements, as well as the more specific ones listed further down the ad:

You must be UK based and have the right to work in the UK.
For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
This is a temporary role, initially 2-3 months.



Key Requirements:

Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).



The purpose of the role is to provide customers and other stakeholders, first contact resolution for up to seven service area enquiry types via phone, email, webchat and social media channels. These may include a selection of the following specialist services: Responsive Repairs, Planned Maintenance, Housing Management, Estate Services, Income enquiries and collection, Leasehold enquiries and collections, Homelessness services and Housing Allocations amongst others.

Key Responsibilities:

Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to seven specialist Council services.
Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Response Team performance standards and the business objectives.
Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries.
Take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, ensure the accurate diagnosis and specification of responsive repairs, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
Respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
Follow current procedures when transferring a call to another member of staff or for specialist advice.
Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.


Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.


Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.

Due to the number of CVs being sent to us unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion.
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Job Ref: Brent 5262655


Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.