Housing Customer Service Officer

About the Company

East End Homes is a community-led and locally based housing association in the London Borough of Tower Hamlets. Our mission is to provide services that meet the needs and aspirations of local residents. We own and manage over 3,900 homes across five estates - Glamis, Holland, Island Gardens, Mile End, and St George's. We operate from offices in the heart of each of our communities and run four community centres. As a not-for-profit housing association, we reinvest our profits back into improving homes and services for residents.

About the Role

Our Customer Service Officers are the first point of contact for our customers, and provide excellent customer care to both our external and internal customers. They are our administrative experts, who can help resolve issues at the first point of contact, helping to ensure our services run smoothly. They work efficiently and effectively to help our teams deliver on time and on budget. The postholder will promote and embed EastendHomes’ values:

• We Care – by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.
• We Are Trusted – by acting with professionalism, integrity, and a commitment to fairness.
• We Are Improving – by using data, feedback, and learning to strengthen services.
• We Are Listening – by being responsive to residents’ concerns and tailoring support to individual needs.

Responsibilities

• To provide a customer focussed, proactive, comprehensive and high-quality service to customers. This will include front office reception, responding to telephone, face to face, email, and any other correspondence enquiries made by the Association’s residents.
• Providing first-line response to a wide range of housing-related queries, including repairs, tenancy issues, anti social behaviour, rent payments, parking permits etc.
• Providing administration services to internal teams as required including, but not limited to, Asset Management, Housing.
• Raise repairs requests, deal with ongoing repairs and follow on works, liaising with suppliers and internal and external customers.
• Collect phone-based satisfaction survey response through proactive calling based on the requirements of the teams.
• Work collaboratively across the Association, co-ordinating and cross working to achieve efficiency and supporting other departments as appropriate.
• To deliver services that meet key performance targets/indicators, operational service plan objectives, legislation, and regulatory requirements that reflect best practice and always deliver excellent customer service.
• Ensure the effective management of the allocated caseload of work, raising concerns and blockages with line manager as appropriate.
• Engage with tenants and support resident involvement activities including surveys and consultations.
• To monitor and action incoming correspondence via email, post, telephone and internal systems and respond or escalate appropriately in a timely manner.
• Maintain relevant service-related databases (e.g MRI, Payment Systems), spreadsheets and contractor portal to ensure information is accurate and up to date and can be used, where necessary by management including to satisfy disclosure documents and SARS requests.
• Ordering and distributing fobs as required.

Person Specification

All criteria below are essential unless marked as desirable.

• Experience of providing a high quality customer service.
• Experience working within a customer service environment.
• Experience of working within a Team to deliver first point resolution.
• Experience of working in a Housing environment desirable.
• Excellent communication and interpersonal skills– able to engage confidently with residents, colleagues, and partners.
• Strong problem-solving skills and ability to manage competing priorities.
• IT literate with ability to maintain accurate records and use housing and telephony systems.
• Collaborative mindset with the ability to work effectively as part of a team.

Benefits

• 33 days holiday plus Bank Holidays.
• Pension – Employer Contribution.
• £200 – Gym Membership contribution.
• Medical Cash Plan.

Equal Opportunity Statement

Equality, Diversity and Inclusion is fundamental to our core beliefs and values, and we have a due regard for the need to eliminate unlawful discrimination, promote equality of opportunity, and provide for good relations between people of diverse groups, in particular the characteristics protected by the Equality Act (2010). We are committed to achieving greater diversity at East End Homes and welcome applications from candidates of all backgrounds, identities, and characteristics.