First Contact Officer
| Posting date: | 21 April 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 12 May 2026 |
| Location: | Peterborough, Eastern England |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Peterborough City Council |
| Job type: | Contract |
| Job reference: |
Summary
All about the Role
As the first point of contact for customers seeking housing advice or support, you will play a key role in ensuring people receive accurate information and feel listened to and treated fairly from the outset. You will handle enquiries across a range of channels including phone, email, online systems, and occasionally face‑to‑face, taking detailed information to create accurate case records. The role involves identifying urgent or high‑risk situations and escalating them appropriately, while clearly explaining housing processes such as applications, homelessness advice, and the bidding system. You will work in line with relevant procedures, legislation, and data protection requirements, helping to deliver a responsive and customer‑focused service.
All about our Team
Housing Needs are a dynamic, motivated, and friendly group of professionals who are passionate and dedicated about making a real difference to the lives of local residents.
We pride ourselves on working collaboratively, valuing each other's expertise, and maintaining a positive team culture— one that includes shared learning and mutual support.
We share knowledge, celebrate successes, and work closely with colleagues across Housing and external partners to achieve the best possible outcomes for the people who rely on us.
All about You
You will have the following skills
Excellent customer service skills
Active listening and empathy
Ability to remain calm and professional in sometimes challenging conversations
Using IT systems confidently and recording information accurately
As the first point of contact for customers seeking housing advice or support, you will play a key role in ensuring people receive accurate information and feel listened to and treated fairly from the outset. You will handle enquiries across a range of channels including phone, email, online systems, and occasionally face‑to‑face, taking detailed information to create accurate case records. The role involves identifying urgent or high‑risk situations and escalating them appropriately, while clearly explaining housing processes such as applications, homelessness advice, and the bidding system. You will work in line with relevant procedures, legislation, and data protection requirements, helping to deliver a responsive and customer‑focused service.
All about our Team
Housing Needs are a dynamic, motivated, and friendly group of professionals who are passionate and dedicated about making a real difference to the lives of local residents.
We pride ourselves on working collaboratively, valuing each other's expertise, and maintaining a positive team culture— one that includes shared learning and mutual support.
We share knowledge, celebrate successes, and work closely with colleagues across Housing and external partners to achieve the best possible outcomes for the people who rely on us.
All about You
You will have the following skills
Excellent customer service skills
Active listening and empathy
Ability to remain calm and professional in sometimes challenging conversations
Using IT systems confidently and recording information accurately