Housing Customer Service Officer

England, London, Wandsworth
Up to £15.84 per hour + Holiday Pay and Pension Scheme
15 May 2019
12 Jun 2019
JN -052019-67956
Sadie Nunn
Contract Type
Full Time

Adecco are currently recruiting for a Housing Customer Service Officer to work for a Local Authority in Wandsworth.

Housing Customer Service Officer


Temporary role (minimum 3 months)

£15.84 per hour

Full time - Monday to Friday

  • Responsible to the Customer Services and Housing Options Manager and Duty Manager for providing a customer focused reception service and administrative services for the Housing Department. This is to include Homeless persons, asylum seekers, tenancy issues, graffiti services and any other housing or related services.

  • Responsible for anticipating and surpassing customer expectations in order to provide excellent services in a cost effective manner. Provide an efficient and effective appointment and queuing system for callers with pre-booked appointments as well as drop in callers.

  • Attends and participates fully in appropriate team and one to one meetings as necessary.

  • To maintain awareness that adequate staffing is available at all times, particularly during busy periods and to alert managers if queues develop. Assist in training any other staff who may occasionally be required to provide reception cover.

  • Liaise with all sections of the department ensuring that information is passed promptly and accurately to the appropriate officers.

  • Keeps up to date with all the information required for providing excellent customer services. Assist in updating information for all services covered. This includes information for staff and customers on the general operation of the department's procedures across all functions and sections.

  • Deals with all customers in a professional and effective manner by way of personal interview and assessment at the Customer Service point in order to establish and resolve the presenting issue. This to include detailed and sensitive questioning of customers and making further enquiries as may be required. Such interviews to cover the full range of functions provided by the department and to include, for example, access to housing, management of rent accounts, disrepair, the estates management function, homeless presentations, signing up of new tenants (residential and non residential), void management procedures, estate parking permits, entry fobs and liaison with contractors. Where necessary makes referral onto other sections within the Housing Department or Council generally. Records issues discussed and actions taken and maintains paper and IT based files accordingly.

  • Record details of any incidents at Customer Services reporting to the SCSO/CSM and report potentially violent customers as per the Council's procedures.

  • Is to maintain the quality of service delivery in order to achieve customer service targets. Identifies reports to CSM/DCSM and assists in implementing service quality improvements.

  • Is aware of, and implements, UK and EC legislation relating to the Health & Safety.

  • Implements the Council's staffing procedures and policies, including Equal Opportunities, Sex Discrimination and Race Discrimination Policies to at all times.

  • When instructed assists as a developer on the Departmental Intranet site, if required to do so.

  • Is computer-literate, possesses keyboard skills has a good working knowledge of computer systems. Uses the reception computer systems and maintains other computer databases. Interrogates the systems to produce statistics and reports if required to do so.

  • Handles cheque and cards that are received at Customer Services. Ensures that correct procedures are followed with regards to recording the receipt, and passing on or paying in, of same. Gives advice on account balances and clearance of arrears of rent or charges.

  • Provides service and administrative support in relation to Customer Services, visitors to the building, and other parking permits and any other duty as required.

  • Orders and administers goods and services required as required.

  • Dresses to the standards set for the customers services team.

  • Covers for the section's staff in their absence, as required.

  • Assists with ad-hoc projects and studies into appropriate areas of departmental policy as required.

  • Carry out any other duties commensurate with the grade of the post.

  • To be fully aware of and understand the duties and responsibilities arising from the Children Act 2004 and Working Together in relation to child protection and safeguarding children and young people as this applies to your role within the Council. To also be fully aware of the principles of safeguarding as they apply to vulnerable adults in relation to your work role. To ensure that your line manager is made aware and kept fully informed of any concerns which you may have in relation to safeguarding and/or child protection.

  • Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

    By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

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