Customer Service and Reporting Officer - Fixed Term
| Posting date: | 15 July 2025 |
|---|---|
| Salary: | £25,584.00 to £27,269.00 per year, pro rata |
| Hours: | Part time |
| Closing date: | 30 July 2025 |
| Location: | Halifax, West Yorkshire |
| Remote working: | On-site only |
| Company: | Calderdale Council |
| Job type: | Contract |
| Job reference: | CC480 |
Summary
Make a Real Difference in People's Lives - Join Our Healthy Homes Service.
Are you passionate about helping others, tackling climate change, and improving lives in your community? The Healthy Homes Service is here to support low-income homeowners and private tenants by making homes warmer, healthier, and more affordable to heat. We do this through energy efficiency upgrades, essential repairs, and accessible financial support.
We are now looking for a Customer Service and Reporting Officer to join our team and help deliver this vital work. This role supports Calderdale Council's key priorities: reducing inequalities, addressing the climate emergency, and building strong, thriving communities.
About the Role
You will play a central role in delivering the Warm Homes Local Grant (WH:LG) project, which provides insulation, ventilation, and clean heating improvements to households in need. You will be the first point of contact for customers and partners, ensuring smooth communication, accurate reporting, and excellent service throughout the process.
Key Responsibilities
· Be the first point of contact for all customer enquiries about the WH:LG and other energy efficiency schemes, using phone, email, and other communication methods.
· Maintain accurate and confidential customer records in line with Data Protection and GDPR requirements.
· Ensure the lead contractor submits all required reporting data on time and in line with WH:LG funding requirements.
· Use Excel and other reporting tools to track financial data and scheme outputs, supporting the Housing Project Manager with monthly reporting.
· Reconcile recorded grant expenditure with the Council&©s finance system each month.
· Promote the WH:LG and other schemes to partner agencies and frontline services, encouraging referrals from those working with households most in need.
· Support vulnerable households through the application process for WH:LG and other schemes.
· Check and approve applications for energy efficiency schemes.
· Process orders and invoices using the Council&©s Financials system in line with Section 151 of the Local Government Act 1972.
· Liaise with contractors to resolve customer service issues and ensure high standards of delivery.
· Conduct customer care calls and sample home visits at various stages of the work to ensure quality, value for money, and compliance with funding conditions.
· Promote and deliver a wider range of affordable warmth grants and services to households in fuel poverty or without safe, affordable heating.
· Uphold the principles of the Healthy Homes Service equality impact assessment, ensuring fair access to services and that contractors meet equality standards.
· Please note: This is not an exhaustive list of duties. The post holder may be asked to carry out other responsibilities appropriate to the role.
About You
We are looking for someone who:
· Has excellent customer service and communication skills
· Is confident using Excel and managing data
· Can work independently, manage a caseload, and prioritise effectively
· Understands the importance of equality, compliance, and delivering value for money
· Is passionate about supporting vulnerable residents and improving housing conditions
If this sounds like you, we'd love to hear from you. Your application should clearly demonstrate your understanding of the role and how your skills and experience align with the Council's goals.
For an informal discussion about the role, please contact Sarah Buczynski, Housing Project Manager (WH:LG) on 07766 027435.
Closing Date: Wednesday 30th July 2025
Interview Date: Monday 18th August 2025
We may utilise digital interview methods.
As part of our Vision https://www.calderdale.gov.uk/vision/ we aim to be a talented, resilient and inclusive community. We welcome applications from all and offer a variety of flexible working / job share opportunities.
On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.
Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.
For support on your application please read our Application Booklet or visit our Employment Hub.
Are you passionate about helping others, tackling climate change, and improving lives in your community? The Healthy Homes Service is here to support low-income homeowners and private tenants by making homes warmer, healthier, and more affordable to heat. We do this through energy efficiency upgrades, essential repairs, and accessible financial support.
We are now looking for a Customer Service and Reporting Officer to join our team and help deliver this vital work. This role supports Calderdale Council's key priorities: reducing inequalities, addressing the climate emergency, and building strong, thriving communities.
About the Role
You will play a central role in delivering the Warm Homes Local Grant (WH:LG) project, which provides insulation, ventilation, and clean heating improvements to households in need. You will be the first point of contact for customers and partners, ensuring smooth communication, accurate reporting, and excellent service throughout the process.
Key Responsibilities
· Be the first point of contact for all customer enquiries about the WH:LG and other energy efficiency schemes, using phone, email, and other communication methods.
· Maintain accurate and confidential customer records in line with Data Protection and GDPR requirements.
· Ensure the lead contractor submits all required reporting data on time and in line with WH:LG funding requirements.
· Use Excel and other reporting tools to track financial data and scheme outputs, supporting the Housing Project Manager with monthly reporting.
· Reconcile recorded grant expenditure with the Council&©s finance system each month.
· Promote the WH:LG and other schemes to partner agencies and frontline services, encouraging referrals from those working with households most in need.
· Support vulnerable households through the application process for WH:LG and other schemes.
· Check and approve applications for energy efficiency schemes.
· Process orders and invoices using the Council&©s Financials system in line with Section 151 of the Local Government Act 1972.
· Liaise with contractors to resolve customer service issues and ensure high standards of delivery.
· Conduct customer care calls and sample home visits at various stages of the work to ensure quality, value for money, and compliance with funding conditions.
· Promote and deliver a wider range of affordable warmth grants and services to households in fuel poverty or without safe, affordable heating.
· Uphold the principles of the Healthy Homes Service equality impact assessment, ensuring fair access to services and that contractors meet equality standards.
· Please note: This is not an exhaustive list of duties. The post holder may be asked to carry out other responsibilities appropriate to the role.
About You
We are looking for someone who:
· Has excellent customer service and communication skills
· Is confident using Excel and managing data
· Can work independently, manage a caseload, and prioritise effectively
· Understands the importance of equality, compliance, and delivering value for money
· Is passionate about supporting vulnerable residents and improving housing conditions
If this sounds like you, we'd love to hear from you. Your application should clearly demonstrate your understanding of the role and how your skills and experience align with the Council's goals.
For an informal discussion about the role, please contact Sarah Buczynski, Housing Project Manager (WH:LG) on 07766 027435.
Closing Date: Wednesday 30th July 2025
Interview Date: Monday 18th August 2025
We may utilise digital interview methods.
As part of our Vision https://www.calderdale.gov.uk/vision/ we aim to be a talented, resilient and inclusive community. We welcome applications from all and offer a variety of flexible working / job share opportunities.
On 30 January 2019, the Council declared a climate emergency in a bold move to step up its action to tackle climate change.
Calderdale Council embraces the positive benefits of a diverse workforce and we are committed to providing an environment that is inclusive. We encourage applications from people who share our commitment to challenge inequality and promote diversity across Calderdale. We particularly welcome applications from communities that are currently under-represented in our organisation. All applications are anonymised before being seen by the selection panel.
For support on your application please read our Application Booklet or visit our Employment Hub.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.