Housing Customer Services Officer/Admin

Housing Customer Services Officer/Admin Job Ref: Brent 5240093 Pay Rate: £16.09 per hour PAYE Hours per week: 36 Monday to Friday, normal working hours Role Length: This opening assignment is for 2-3 months City: Wembley, London The purpose of the role is to provide customers and other stakeholders, first contact resolution for up to seven service area enquiry types via phone, email, webchat and social media channels. These may include a selection of the following specialist services: Responsive Repairs, Planned Maintenance, Housing Management, Estate Services, Income enquiries and collection, Leasehold enquiries and collections, Homelessness services and Housing Allocations amongst others. Key Responsibilities:

• Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to seven specialist Council services.
• Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Response Team performance standards and the business objectives.
• Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries.
• Take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
• Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
• Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, ensure the accurate diagnosis and specification of responsive repairs, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
• Respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
• Follow current procedures when transferring a call to another member of staff or for specialist advice.
• Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
• Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.