Housing Officer - Customer Experience

Customer Experience Specialist – Full-Time, On-Site

We are currently seeking an experienced Customer Experience Specialist to join our team. This is a vital role supporting Housing Management and Repairs services, where you will handle a variety of customer enquiries and administrative processes. The position is based on-site with no hybrid working options available.

Key Responsibilities:

• Responding to customer enquiries via phone, e-mail, and online forms in a timely and professional manner.

• Managing calls in busy queues, accurately triaging requests related to Housing Management and Repairs.

• Applying excellent listening and analytical skills to understand customer needs and deliver appropriate solutions.

• Supporting administrative functions to ensure smooth service delivery.

Essential Criteria:

• Proven experience in delivering high-quality customer service across multiple communication channels.

• Strong written and verbal communication skills.

• Ability to work independently as well as collaboratively within a team.

• Highly organised with the ability to prioritise tasks effectively.

• Confident in managing diverse customer interactions and resolving varied situations with a proactive approach.

Desirable Criteria:

• Experience using NEC (Northgate) or similar housing systems.

• Outcome-focused mindset.

• While hybrid working is mentioned as a desirable aspect in other roles, please note this role is strictly office-based.