Customer Care Officer

This is a Full Time Permanent Position x 4. Join Our Team as a Customer Care Officer and make a real difference to customers’ lives every single day. Are you passionate about delivering exceptional customer experiences? Do you thrive on solving problems, building relationships, and making things happen? If so, we want to hear from you.

We’re looking for a Customer Care Officer to join our team and play a vital role in ensuring our customers feel heard, valued, and supported at every stage of their journey.

About the Role

As a Customer Care Officer, you’ll be at the heart of our customer experience — acting as the key point of contact for customers, supporting them through enquiries, resolving issues, and ensuring a seamless service from start to finish. You’ll work closely with colleagues across the organisation to provide timely updates, coordinate solutions, and deliver a consistently high standard of service. Your work will directly contribute to customer satisfaction and trust in our services.

What You’ll Be Doing

• Be the main point of contact for customers, guiding them through services or works
• Respond to enquiries via phone, email, and digital channels promptly and professionally
• Ensuring Residents feel listened to and supported

What We’re Looking For

• A natural communicator with excellent listening and interpersonal skills
• Calm under pressure with strong problem-solving ability
• Empathetic, patient, and genuinely passionate about helping people
• Organised and able to manage multiple tasks effectively
• A team player who thrives in a fast-paced environment
• Comfortable using systems and maintaining accurate records
• Experienced in customer service or a similar role (preferred but not essential)

Why Join Us?

• Be part of a team that truly puts customers first
• Make a meaningful impact on people’s everyday lives
• Opportunities to grow, develop, and build your career
• Supportive and collaborative working environment
• Competitive salary and benefits package

The Difference You’ll Make

In this role, you won’t just answer queries—you’ll build trust, solve real problems, and improve customer experiences. Every conversation you have will shape how customers feel about our service.

ROLE AND PURPOSE

As a member of Investment Services, to contribute fully to the overall direction of the team in achieving its policies, strategies and operational targets. To be responsible for engaging with tenants and residents on the repair, maintenance and investment of the Council housing and other building assets managed by Housing Services.

PRINCIPAL ACCOUNTABILITIES:

• To promote and safeguard the welfare of children, young people and/or vulnerable adults.
• Work with tenants who find it difficult to cope with major work, including making arrangements for customers with special needs, disabled and elderly tenants.
• Assist with the assessment of Decent Homes compliance for properties and the monitoring of progress in addressing whether properties meet the Decent Homes Standard.
• Attend contract and site meetings with Hull City Council staff, contractor partners and tenants to contribute to the effective delivery of the programme.
• Work with customers in their homes and at choice events to advise on choices of materials, components and finishes.
• Deal with customer dissatisfaction effectively and find solutions to problems and disputes that may arise during the works.
• Regularly visit tenants during the works, responding promptly to any queries and keeping appropriate records for future reference.
• Assist in communicating Hull City Council Core Values to customers, partners and other agencies.
• Attend public meetings, tenant and resident group meetings and hold surgeries to provide advice to customers and stakeholders.
• Liaise with tenants and residents groups, board members, area housing teams and councillors to keep them informed of programmes and progress of work.
• Undertake customer satisfaction surveys to monitor performance and contribute to other improvement programme evaluation mechanisms.
• Support partner contractors and area teams in identifying special needs of tenants prior to commencement and during improvement works.

The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council.

Benefits of Working of Hull City Council:

• A competitive salary
• An excellent pension through the Local Government Pension Scheme (LGPS)
• Initially 23 days annual leave depending on length of service, plus eight public holidays per year, and three additional days off
• Career development and learning experiences from a range of training courses and learning methods
• Supportive and forward-thinking culture
• Great career development opportunities

Please ensure that you complete and submit your application by midnight prior to the closing date. We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong. We encourage people from all backgrounds to apply.