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Spencer Clarke Group are seeking a Housing Resolution Officer for a Local Authority based in East London.
In this role, you will be responsible for providing first-class customer service, resolving housing repair inquiries at first contact, promoting digital services, and supporting service improvement initiatives within the Housing and Regeneration Department.
About the role:
You will be tasked with delivering key strategic objectives:
- Resolve customer inquiries across multiple communication channels, including web, telephone, email, and face-to-face.
- Diagnose housing repair issues, prioritise them based on urgency, and ensure that emergency repairs are completed swiftly.
- Assist with onboarding and coaching new staff and deputise for team managers when required.
- Investigate and resolve complaints at first contact, identifying areas for service improvement based on customer feedback.
- Liaise with other internal teams, including Housing, Leasehold, Income, and external contractors to ensure smooth service delivery.
About you:
The successful candidate will have the following skills / experience:
- Experience in diagnosing and managing housing repairs, including handling emergency situations and coordinating with contractors.
- Experience in handling customer complaints, resolving issues at the first point of contact, and improving services based on feedback.
- Experience promoting and supporting customers in using digital platforms and services.
What's on offer:
Salary: £17+ph
*may negotiate higher for exceptional candidates, based on experience*
Contract type: 3-6, months minimum, with a high likelihood of extension
Hours: Monday to Friday, 35 hours per week
How to apply:
- Once your CV is received, if you are successful, you will be contacted.
- Due to the extremely high number of applications, it may not be possible to contact every applicant. As such, if you are not contacted, please assume you have not been successful on this occasion.
- For any further questions, please contact Taylor Kirkham on .
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