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- Act as the first point of contact for customer enquiries, complaints, and transactions across up to seven housing-related service areas.
- Work collaboratively with internal and external teams, including local offices, contractors, and partner agencies, to resolve customer issues.
- Provide advice and support to customers, encouraging them to use alternative service channels where appropriate.
- Manage and resolve complex customer enquiries with tact, diplomacy, and empathy.
- Maintain accurate records and update databases in line with policies and procedures.
- Ensure compliance with safeguarding policies and promote fair and equal access to services.
- Stay updated with legislative, policy, and procedural changes relevant to housing services.
- Experience in a fast-paced customer service environment, ideally within housing or public sector services.
- Ability to handle enquiries across multiple channels, including phone, email, webchat, and social media.
- Strong problem-solving skills and the ability to work independently with minimal supervision.
- Excellent communication skills and the ability to deal sensitively with vulnerable customers.
- Proficiency in using IT systems to log and manage customer interactions.
- A proactive and adaptable approach to service improvements and team collaboration.
