Housing Needs and Customer Support Officer
| Posting date: | 20 August 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 19 September 2025 |
| Location: | Oldham, OL1 1HD |
| Company: | inploi |
| Job type: | Permanent |
| Job reference: | 75730795 |
Summary
Place and Economic Growth
Communities Directorate
Housing Needs and Customer Support Officer
Ref: 000991
Contract: Permanent
Salary: £25,989 - £28,141 per annum (Grade 3)
Hours: 36.66 per week
Based: The Office is based at Civic Centre, West Street, Oldham, OL1 1UT
Closing Date: Monday 1st September 2025
Shortlisting & Interview Dates: TBC.
Role Overview:
To provide a resident focused telephone and face to face service to customers including complex enquiries, ensuring where possible each enquiry is resolved at first point of contact; to contribute to the service’s delivery and achievement of their team objectives.
Key Requirements:
- To deal with customers in a professional and courteous manner that demonstrates excellent customer care skills and is focussed upon resolving the customer’s enquiry, ensuring that information given is accurate and to the highest quality.
- To handle complex and sensitive telephone calls, face to face enquiries, emails, live chat communication etc., for a variety of different services and the switchboard
- To demonstrate empathy when handling sensitive situations whilst also remaining assertive in the delivery of advice.
- To successfully balance the needs of the customer with those of the business to achieve a positive outcome for all.
- To take responsibility for obtaining all information necessary to process or resolve a query, only escalating it to others where this is appropriate.
- Record all customer contacts and requests for services using the relevant system were appropriate.
- To access a range of computer systems to provide information to the customer.
- To maintain accurate computerised information systems by inputting, updating and extracting data.
- To update customers on the progress of their enquiries or service requests.
- To process customer requests to pay for Council services.
- To meet individual targets and contribute to team targets as stipulated by management.
- To assist the team in achieving customer service standards.
- To participate in customer consultation and satisfaction exercises.
- To assist in the introduction of new services, procedures, equipment and technology.
- Constantly work to identify service and quality improvements within the team as well as analysing new ways to complete current tasks to both improve the quality and reduce the cost of delivery
- To attend and participate in team and departmental meetings as required, supporting colleagues and sharing information appropriately
If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within the ‘About You’ or ‘Supporting Statement’ section of your application.
We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expect all staff and volunteers to share this commitment.
About Us:
We want Oldham to have vibrant, safe neighbourhoods where people are proud to live with opportunities for healthier, more fulfilled lives; and a sustainable, thriving economy. As we look to the future, the challenges may be significant, but so are the opportunities. We’ve identified three missions with our residents and partners, focusing on what will deliver the biggest impact:
A Great Place to Live, Healthier, Happier Lives, and Green and Growing.
We’re looking for candidates who will support us to achieve our ambitions and we encourage you to download our Corporate Plan: Ready for the Future and our Oldham Plan for further information.
Our Values and Behaviours:
By driving innovation, investing in our people, and championing our communities, we will ensure that Oldham continues to be a place where everyone can live their best life. To support this, we have three core values which define who we are and how we operate. These are ‘Proud, Ambitious, and Together’, and they shape our culture, inform our decisions, and inspire us to deliver on our commitments to the people of Oldham.
We have translated these values into five behaviours which guide our actions and are the standards we hold ourselves to, day in and day out:
- Work with a resident focus
- Support local leaders
- Committed to the borough
- Delivery high performance
- Take ownership and drive change
You can find out more about our values and behaviours on our greater.jobs Oldham page
Our Benefits Package:
At Oldham Council we offer a great benefits package for our employees, which includes the following:
- 25 days annual leave which increases after 5 and 10-years’ service
- The option to purchase additional annual leave.
- An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions.
- Discounted gym membership with Oldham Active.
- Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more.
- Salary sacrifice scheme for home and electronics and Cycle to Work.
- Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support.
- Staff recognition and celebration events.
- Peer support groups
Inclusive Recruitment:
We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace.
If you’re an applicant with disabilities and have previously been in or currently in care, a carer or someone who has served in the Armed Forces and you meet the essential criteria of the role, you are guaranteed to reach the first stage of assessment under our Guaranteed Assessment Scheme.
Data and Privacy:
For details of how we use your data please see our privacy notice.
Important Information:
Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for a current employee at risk of redundancy, it can be pulled back at any point, up to the post being formally offered to a candidate who is not at risk of redundancy.
While we embrace the use of AI as an innovative tool to maximise our services at Oldham Council, we are looking for authenticity in applications we receive. We therefore ask you to think carefully if choosing to use AI when completing your application and ask that you ensure you read all instructions carefully and that your application is written by you and reflects your skills, knowledge and enthusiasm.
↗ Right To Work
Calculate your take home pay. Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year.
Employment could affect your benefits, find out more here. Turn2us Benefits Calculator.