Customer Service Officer - Housing Services
| Posting date: | 15 October 2025 |
|---|---|
| Salary: | £26,824 to £28,142 per year, pro rata |
| Hours: | Part time |
| Closing date: | 02 November 2025 |
| Location: | Cheltenham, Gloucestershire |
| Remote working: | On-site only |
| Company: | Cheltenham Borough Council |
| Job type: | Temporary |
| Job reference: |
Summary
Purpose:
• To provide a consistently high level of customer service to customers, stakeholders
and third parties who contact Cheltenham Borough Council housing services.
• To work in partnership with other Customer Services Officers to respond
appropriately and effectively to every customer contact which comes in via the
Customer Services Team, to provide a positive customer experience, and achieve
high levels satisfaction.
Key duties and responsibilities:
• To provide a service that, wherever possible aims to deal with customer’s queries
at first point of contact ensuring that a high-quality of service is always delivered.
• To be effective and pro-active in dealing with customer enquiries.
• To process requests and queries from various sources / parties (for example from
tenants, tenant representatives, colleagues) by telephone, email, or customer
portal, ensuring a consistent high level of detail and appropriate prioritisation, so
not to negatively impact on resources and service standards, particularly those
linked to logistics and repairs.
• Ensure are at all times treated with dignity and respect, and in accordance with
their individual needs and those set out in the Equality Act.
• To respond appropriately to any customer safeguarding concerns, and in line with
CBC housing services policy and procedure, to enable any required actions to be
determined.
• The ability to maintain customer confidentially when responding to contacts.
• To comply with any relevant legislation, GDPR and CBC’s customer safeguarding
responsibilities.
• Use a computer-based contact centre telephony system, understanding and
responding appropriately to real time call handling data displayed on wallboards.
• To respond professionally to customers displaying unreasonable behaviour and
reporting any incidents to the Customer Service Team Leader
• Have an excellent knowledge of and ability to utilise all IT systems and data bases
effectively including Microsoft packages and housing management systems.
• Ensure all contacts received into the organisation are correctly classified and
recorded on the internal housing management system with an appropriate level of
detail to enable any further action to be determined.
• Have a good working knowledge of the services provided by key areas of the
business such as Repairs, Tenancy Management, ASB, Housing Options and Benefit
& Money Advice to ensure correct routing of requestions / queries through the
organisation, to allow a timely response to be provided to the customer.
• Administer and monitor the customer web portal, Customer relations email inbox
and out of hours service reports.
• Process customer payments via telephone and incoming and outgoing mail at the
HWRC Area Office.
• Process Compliments. Comments and complaints in line with CBC’s policy and
procedure.
• To aid the Customer Service Team Leader with monitoring customer satisfaction,
both through following up on quarterly customer satisfaction surveys, and by
ensuring that any live feedback is promptly passed to the relevant Service
Manager, to ensure that it can be acted upon to maintain a customer focussed
service.
• To work with the Customer Service Team Leader and the Project & Change
Team to support the identification of factors which impact on the quality of
customer service the CSO is able to provide and suggest developments to team
and wider organisation processes.
• To support the Customer Services Team Leader to induct new Customer Service
Officers into the team through support with training and by acting as a mentor.
• To aid the Customer Service Team Leader with the monitoring and calculating of
a range of performance indicators including those related to the allocation of
customer services resources and contact centre service levels.
• Deputise for the Customer Services Team Leader as required.
• Assist with other duties as requested by Customer Service Team Leader
This job description sets out the key outcomes required. It does not specify in
detail all the activities required to achieve these outcomes.
General accountabilities:
• Work to add value to, and be a valued member of, the team and to be valued by
customers.
• Maintain a safe working environment and ensuring, as reasonably practicable, that
safe working practices are adopted by employees within the working environment.
• Work in compliance with the codes of conduct, regulations (including financial)
and policies of the council.
• Exercise proper and absolute integrity in respect of all confidential matters and
the confidentiality of personal and sensitive information.
• Show a commitment to safeguarding the welfare of vulnerable adults, young
people and children, in line with the organisation’s policy.
• To provide a consistently high level of customer service to customers, stakeholders
and third parties who contact Cheltenham Borough Council housing services.
• To work in partnership with other Customer Services Officers to respond
appropriately and effectively to every customer contact which comes in via the
Customer Services Team, to provide a positive customer experience, and achieve
high levels satisfaction.
Key duties and responsibilities:
• To provide a service that, wherever possible aims to deal with customer’s queries
at first point of contact ensuring that a high-quality of service is always delivered.
• To be effective and pro-active in dealing with customer enquiries.
• To process requests and queries from various sources / parties (for example from
tenants, tenant representatives, colleagues) by telephone, email, or customer
portal, ensuring a consistent high level of detail and appropriate prioritisation, so
not to negatively impact on resources and service standards, particularly those
linked to logistics and repairs.
• Ensure are at all times treated with dignity and respect, and in accordance with
their individual needs and those set out in the Equality Act.
• To respond appropriately to any customer safeguarding concerns, and in line with
CBC housing services policy and procedure, to enable any required actions to be
determined.
• The ability to maintain customer confidentially when responding to contacts.
• To comply with any relevant legislation, GDPR and CBC’s customer safeguarding
responsibilities.
• Use a computer-based contact centre telephony system, understanding and
responding appropriately to real time call handling data displayed on wallboards.
• To respond professionally to customers displaying unreasonable behaviour and
reporting any incidents to the Customer Service Team Leader
• Have an excellent knowledge of and ability to utilise all IT systems and data bases
effectively including Microsoft packages and housing management systems.
• Ensure all contacts received into the organisation are correctly classified and
recorded on the internal housing management system with an appropriate level of
detail to enable any further action to be determined.
• Have a good working knowledge of the services provided by key areas of the
business such as Repairs, Tenancy Management, ASB, Housing Options and Benefit
& Money Advice to ensure correct routing of requestions / queries through the
organisation, to allow a timely response to be provided to the customer.
• Administer and monitor the customer web portal, Customer relations email inbox
and out of hours service reports.
• Process customer payments via telephone and incoming and outgoing mail at the
HWRC Area Office.
• Process Compliments. Comments and complaints in line with CBC’s policy and
procedure.
• To aid the Customer Service Team Leader with monitoring customer satisfaction,
both through following up on quarterly customer satisfaction surveys, and by
ensuring that any live feedback is promptly passed to the relevant Service
Manager, to ensure that it can be acted upon to maintain a customer focussed
service.
• To work with the Customer Service Team Leader and the Project & Change
Team to support the identification of factors which impact on the quality of
customer service the CSO is able to provide and suggest developments to team
and wider organisation processes.
• To support the Customer Services Team Leader to induct new Customer Service
Officers into the team through support with training and by acting as a mentor.
• To aid the Customer Service Team Leader with the monitoring and calculating of
a range of performance indicators including those related to the allocation of
customer services resources and contact centre service levels.
• Deputise for the Customer Services Team Leader as required.
• Assist with other duties as requested by Customer Service Team Leader
This job description sets out the key outcomes required. It does not specify in
detail all the activities required to achieve these outcomes.
General accountabilities:
• Work to add value to, and be a valued member of, the team and to be valued by
customers.
• Maintain a safe working environment and ensuring, as reasonably practicable, that
safe working practices are adopted by employees within the working environment.
• Work in compliance with the codes of conduct, regulations (including financial)
and policies of the council.
• Exercise proper and absolute integrity in respect of all confidential matters and
the confidentiality of personal and sensitive information.
• Show a commitment to safeguarding the welfare of vulnerable adults, young
people and children, in line with the organisation’s policy.
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.