Customer Hub Officer

5 Month Contract With A Local Authority

To act as the first point of contact for customers accessing housing services, ensuring high-quality, timely, and accurate responses to a wide range of enquiries. The Customer Hub Officer will resolve queries wherever possible at first contact and provide support across tenancy management, repairs, lettings, rent, and general housing-related issues.

Key Responsibilities:

• Handle incoming enquiries via phone, email, web chat, and other channels in a professional and empathetic manner.
  




• Provide accurate information, advice, and guidance on a wide range of housing services, including repairs, rent accounts, tenancy management, and anti-social behaviour.
  




• Resolve customer issues at first point of contact wherever possible, escalating to specialist teams only when necessary.
  




• Log and track all interactions using the Customer Relationship Management (CRM) system, ensuring records are up to date and follow-ups are actioned.
  




• Raise and schedule repairs with contractors in line with agreed service levels and priorities.
  




• Liaise with internal departments (Repairs, Housing Management, Income Team) to ensure seamless service delivery.
  




• Support digital self-service by guiding customers to use the organisation’s online portals and resources.
  




• Identify and report safeguarding concerns, tenancy fraud, or urgent welfare issues in line with organisational procedures.
  




• Take part in customer feedback and satisfaction monitoring, identifying areas for improvement.
  




• Meet performance targets and KPIs relating to customer satisfaction, call handling times, and resolution rates.
  




• Maintain strong knowledge of housing policies, tenancy types, service charges, and local procedures.
  

• Experience in a customer service or contact centre environment, ideally in housing, public sector, or social care.
  




• Excellent communication skills – both written and verbal.
  




• Ability to remain calm and professional in high-pressure situations, including when dealing with vulnerable or upset customers.
  




• Strong IT skills including use of CRM systems, MS Office, and web-based tools.
  




• Ability to multi-task, manage competing priorities, and work effectively in a fast-paced environment.
  




• Understanding of confidentiality, data protection (GDPR), and safeguarding principles.
  




• Commitment to providing a fair, accessible, and inclusive service to all customers.