Interim Customer Services Oficer (Housing)

RM Recruit is working in partnership with a fantastic Housing Association in the Lambeth area who are on the lookout for an Interim Customer Services Officer for a period of three months with view to extend. This is a fantastic opportunity to work in a forward thinking organisation where office presence is required five days per week.

Main duties include:

• Providing a high quality, responsive and efficient housing management service to residents and leaseholders, where appropriate, first-time resolution for service complaints.
• First point of contact via telephone, face-to-face and email for all new, inbound housing management and repairs enquiries from residents.
• Receiving and responding to routine written and verbal enquiries, ensuring that all agreed standards for responsiveness are met to deliver the highest possible level of resident satisfaction.
• Responding to calls, emails and other forms of contact from residents and provide prompt, courteous responses, and action in accordance with their needs.
• Raising/reporting housing repairs on the housing/repairs system.
• Providing rent account information.
• Providing basic income advice to residents, print and send statements, order rent cards and receive rent payments when requested.
• Booking appointments with Tenancy or Income Officers.
• Processing meeting rooms bookings.
• Ensuring use of keys are logged (e.g. for contractors).
• Escalating resident enquires to the appropriate specialist colleagues, in accordance with service delivery processes.
• Recording all resident enquiries on the appropriate system.
• Making outgoing phone calls to residents, as requested, at the direction of managers.
• Issuing letters to residents, as requested, at the direction of managers.
• Sending out customer satisfaction forms and conducting telephone satisfaction surveys where appropriate, collating, inputting and analysing responses.
• Providing efficient administrative support for the Housing Management Team, liaising with team.

As the ideal candidate, you will be available immediately and possess excellent customer service experience. You will possess experience in an office environment and administrate role - preferably housing, however this is not essential. You will also have experience of compiling and maintaining written and computerised records and be a clear communicator with excellent written and communicational skills. Having the ability to use Microsoft Word, Excel, Outlook and a range of other IT packages to a high standard is essential.

RM Recruit is an equal opportunity employer and welcome applications from all qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation, or age.