Customer Service Officer - 6-Month FTC in Watford

As a Customer Services Officer, you will act as the "voice and face" of Watford Community Housing, enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call centre. We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi‑channel communication. You will use your communication skills to help us deliver high‑quality customer services and work effectively and proactively with colleagues to give our customers an exceptional experience.

Key Accountabilities

• Be the first point of contact for the organisation's customers, assisting with a range of enquiries and liaising with other staff members as required.
• Assess and resolve enquiries, requests and complaints by telephone, email, online or face‑to‑face as reasonably possible.
• Effectively administer the repairs process to include call handling, email responses, diagnosing faults, raising jobs, allocating and issuing jobs, managing work in progress, updating, and completing works on the system in a timely and effective manner.
• Focus on creating a first‑time resolution for the customer, ensuring queries are dealt with where possible at first point of contact, taking ownership to resolve queries effectively.
• Apply sound judgement to resolve customer queries in relation to repairs and maintenance in a timely manner while managing such queries sensitively and effectively through to satisfactory resolution.
• Provide accurate repairs advice to customers.
• Demonstrate empathy, professionalism and the ability to manage conflict, achieving a balance between the requirements of customers and internal stakeholders.
• Act as a key point of contact for customer enquiries and signpost queries appropriately.
• Ensure that all customer enquiries and requests are dealt with promptly and courteously, demonstrating excellent customer service in all communications.
• Provide a comprehensive information service to all customers, advising on services, policies, and procedures of the organisation to inform or resolve the needs of the customer.
• Use sound judgement and take decisions within established procedures/policies for each service request, including logging, processing and progress chasing, while adhering to procedures, policies, service standards and key performance targets to maximise customer satisfaction.

Essential Qualifications

• At least 2 years' experience in Customer Service / Reception.
• Qualifications in Customer Service / Customer Care.
• Satisfactory basic level DBS check.

Desirable Qualifications

• Knowledge of the housing sector.
• Ability to engage effectively with a diverse audience using a varied range of communication tools.

Who You'll Work With

• Responsible to: Senior Customer Service Officer.
• Department: Customer Services Team.

Our Values

• Professional – We are honest, open and respectful. People trust us to keep our promises.
• Forward‑thinking – We have a can‑do attitude and embrace opportunities to improve and innovate.
• Collaborative – We work together as one team and build lasting partnerships to get results.

What Can We Offer You

• 28 days' annual leave (pro rata).
• Employer pension contribution of up to 11%.
• Development opportunities.
• Comprehensive employee rewards scheme.

How We Work

We embrace agile working – blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

How to Apply

If this sounds like your next role, tell us why you’ve got what it takes and attach a copy of your current CV. Closing date: 29th May 2026 Interviews: week commencing 1st June 2026.