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- Tasks: Be the friendly voice for residents, resolving queries and ensuring their homes are well-managed.
- Company: Join a caring housing association that values community and personal connections.
- Benefits: Enjoy a supportive environment, great perks, and a strong sense of purpose.
- Why this job: Make a real impact in people's lives while working in a close-knit team.
- Qualifications: Organised, self-motivated individuals with strong communication and IT skills are ideal.
- Other info: This is an office-based role; local candidates or those willing to travel preferred.
At this close-knit housing association, you will be part of a team that truly cares – not just about the homes they manage, but the people who live in them. With around 560 properties, they offer a personal, community-focused approach that sets them apart. This is a place where you are more than just a number – you’re part of the family. Expect a supportive working environment, a strong sense of purpose, and great benefits to match.
As the first point of contact for residents, you will play a vital role in delivering a responsive and caring service. Your day-to-day will include:
- Handling calls and emails from residents, resolving queries across maintenance, tenancy, ASB, compliance, and rent payments.
- Logging repairs, updates, and conversations using CRM systems.
- Booking appointments for inspections and repairs.
- Liaising with contractors to follow up on outstanding jobs, checking completion notes and photographs, and ensuring high standards are met.
- Supporting the management of Damp and Mould cases, including triaging, updating records, and assisting with complex cases.
- Conducting satisfaction surveys to gather feedback and help improve services.
- Providing direct admin and coordination support to the Housing, Repairs, and Estate Services teams.
The ideal candidate:
- You will be organised, self-motivated, and passionate about delivering great customer service.
- You will have a keen eye for detail, be a quick learner, and feel confident using your initiative to solve problems and make decisions.
- Strong communication skills are a must.
- Good IT skills including experience with CRM systems and writing letters or formal correspondence would be a real bonus.
Please note this is an office based role therefore you will ideally live locally or be willing to travel.
Customer Resolution Officer employer: The Oyster Partnership
Contact Detail:
The Oyster Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Officer
✨Tip Number 1
Familiarise yourself with the specific challenges faced by housing associations, especially in customer service. Understanding issues like maintenance requests or tenancy queries will help you demonstrate your knowledge during any discussions.
✨Tip Number 2
Showcase your communication skills by preparing to discuss examples of how you've effectively resolved customer issues in the past. This will highlight your ability to handle calls and emails from residents with care and professionalism.
✨Tip Number 3
Research the CRM systems commonly used in housing associations. Being able to speak about your experience or willingness to learn these systems can set you apart as a candidate who is ready to hit the ground running.
✨Tip Number 4
Emphasise your organisational skills by preparing to discuss how you manage multiple tasks and priorities. This role requires handling various queries and logging repairs, so demonstrating your ability to stay organised will be crucial.
We think you need these skills to ace Customer Resolution Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and skills required for the Customer Resolution Officer position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Personal Statement: Write a personal statement that reflects your passion for customer service and your commitment to community-focused work. Use specific examples from your past experiences to demonstrate your skills in handling queries and resolving issues.
Highlight Relevant Skills: Make sure to emphasise your organisational skills, attention to detail, and IT proficiency, especially with CRM systems. Mention any experience you have with formal correspondence or managing customer feedback.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A well-presented application shows professionalism and attention to detail, which are crucial for this role.
How to prepare for a job interview at The Oyster Partnership
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping others during the interview. Share specific examples of how you've gone above and beyond to assist customers in previous roles, as this aligns perfectly with the caring ethos of the housing association.
✨Demonstrate Organisational Skills
Since the role requires handling multiple tasks like logging repairs and booking appointments, be prepared to discuss how you stay organised. You could mention tools or methods you use to manage your workload effectively, showcasing your ability to prioritise tasks.
✨Highlight Your Communication Skills
Strong communication is key for this position. Be ready to provide examples of how you've successfully communicated with clients or colleagues, especially in resolving issues. This will show that you can handle calls and emails from residents with ease.
✨Familiarise Yourself with CRM Systems
Since experience with CRM systems is a bonus, it would be beneficial to mention any relevant experience you have. If you're not familiar with a specific system, consider researching common features and functionalities to demonstrate your willingness to learn.
