Customer Service Officer

Join to apply for the Customer Service Officer role at Watford Community Housing

37 hours per week – office based role

What’s the role?

You will act as the \”voice and face\” of Watford Community Housing and be instrumental in enhancing the customer experience by exceeding customer needs while supporting the team to achieve Key Performance Indicators (KPIs) within a call centre. We put the customer at the heart of everything we do and take a proactive approach for each customer contact through multi‑channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high‑quality customer services.

Key Responsibilities

• Ensure a high standard of service, showing passion and enthusiasm for helping customers.
• Utilise exceptional verbal and face‑to‑face communication skills, along with active listening.
• Answer inbound calls, evaluate problems and complaints, and provide appropriate solutions.
• Respond efficiently and professionally to customer queries and complaintsli>
• Adhere to company policies and procedures during customer interactions.
• Maintain accurate customer records in the CRM system, including call logs and reports.
• Manage high volumes of calls while providing first‑class service consistently.

Qualifications

Essential

• At least 2 years’ experience in customer service / reception
• Qualifications in Customer Service / Customer Care
• Maintain a satisfactory basic level DBS check

Desirable

• Knowledge of the housing sector
• Engage effectively with a diverse audience using a diverse range of communication tools

About Us

We work with our tenants to improve homes, offer high‑quality services and inspire communities. We own and manage around 7,500 homes across South‑West Hertfordshire, with a focus on providing much‑needed homes for lower‑income households. As a Community Gateway organisation, we encourage our tenants to become members so they can vote and help shape what we do.

What can we offer you?

We offer 28 days’ annual leave pro‑rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.

How to Apply

If this sounds like your next role, complete the application questions, tell us why you’ve got what it takes and send us a copy of your current CV. The closing date is 16th November 2025 (but we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 17th November 2025.