At a Glance
- Tasks: Resolve customer disputes and manage enquiries for leaseholders in Hackney.
- Company: Join the London Borough of Hackney's dynamic Homeownership Services team.
- Benefits: Competitive pay, flexible working hours, and a supportive culture.
- Other info: Opportunity for personal growth in a fair and inclusive environment.
- Why this job: Make a real difference in residents' lives while developing your customer service skills.
- Qualifications: Experience in customer service and knowledge of housing legislation required.
Location: Hackney E8
Service: Homeownership Services
Hybrid Start: ASAP
Length: 3 Months +
Pay: £21.53 Per Hour PAYE/ £29.01 Per Hour Umbrella
Working Pattern: Full-time (including occasional evening/weekend work)
About the Role
Are you a proactive customer service professional with a knack for resolving complex disputes and a strong understanding of leasehold management? The London Borough of Hackney is seeking a Leasehold Customer Service & Dispute Officer to join our dynamic Homeownership Services team. In this pivotal role, you will be the front-line champion for leaseholders, shared owners, and freeholders across the borough. You will deliver high-quality, sensitive, and effective resolution to enquiries, formal complaints, and service charge disputes, ensuring our residents receive outstanding support while protecting the Council's interests.
Key Responsibilities
- Dispute Resolution & Enquiry Management: Lead on investigating and resolving a broad range of enquiries, formal complaints, and disputes regarding service charges (estimates, actuals, major works), ground rents, shared ownership, and reserve funds.
- Legal & Court Representation: Represent the London Borough of Hackney at County Courts and Tribunals regarding disputes, challenges, and lease breaches.
- Consents & Statutory Processes: Process and manage leaseholder applications for alterations, sub-letting, pet consents, and running home businesses, liaising with surveyors, planning, building control, and legal teams.
- Resident Engagement & Events: Organize and participate in resident events, focus groups, surgeries, and meetings (including Neighbourhood/Estate Committees) to boost homeowner satisfaction and improve engagement.
- Safeguarding & Support: Identify vulnerable residents, make multi-agency referrals, and arrange appropriate support while ensuring safeguarding protocols are followed.
- Financial & Administrative Accuracy: Interpret lease terms, update property/account databases, process financial adjustments (write-offs, refunds, account reconciliations), and ensure compliance with safety standards (e.g., Gas and Electrical Safety enforcement).
What We Are Looking For
Qualifications, Knowledge & Experience
- Strong working knowledge of Right to Buy (RTB), housing, service charge legislation, and legal dispute resolution processes.
- Proven track record of successfully resolving customer disputes and complex cases within a public-facing environment.
- Experience monitoring and achieving key operational targets while working under tight deadlines.
Essential Skills & Abilities
- Customer Service & Communication: Excellent oral and written communication skills with the ability to negotiate, de-escalate, and resolve customer grievances empathetically and efficiently.
- Analytical & Financial Numeracy: Strong numerical ability to accurately calculate balances, prepare financial statements, and review repayment agreements.
- IT & Technical Proficiency: Highly proficient in Microsoft Office and Google Workspace tools (especially Excel, Access, Google Sheets, and Google Forms).
- Organization & Detail: Exceptional attention to detail, strong organization skills for diary/events management, and the ability to maintain accurate digital and manual records.
- Self-Motivated & Adaptable: Capable of prioritizing your own workload, working independently, and collaborating positively within a team environment.
Council Values & Requirements
- A demonstrated commitment to equality, diversity, inclusion, and continuous organizational learning.
- Willingness and ability to work flexible hours, including occasional evenings and weekends to attend meetings or resident events.
Why Join Hackney?
At the London Borough of Hackney, we are committed to building a fairer, greener borough. We offer a supportive culture focused on learning, empowerment, and continuous improvement, where your work directly impacts the daily lives of local residents.
Customer Service & Dispute Officer employer: Connect2Hackney
Connect2Hackney is an exceptional employer that fosters a collaborative and inclusive work culture, allowing Senior Cloud Engineers to thrive in a dynamic environment. With a strong commitment to professional development, employees are encouraged to grow their skills while contributing to innovative projects that enhance the community. Located in the vibrant London Borough of Hackney, you will enjoy the unique advantage of working in a diverse area that values transparency and high-quality service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service & Dispute Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Connect2Hackney. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Connect2Hackney before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service & Dispute Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Connect2Hackney:Your cover letter is your chance to shine! Tell us why you want to work at Connect2Hackney specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Connect2Hackney!
How to prepare for a job interview at Connect2Hackney
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
