Customer Service Officer (Housing) hybrid, Lyndhurst

Location: Lyndhurst Salary: £14.48 per hour Contract: Full-time, Permanent Working Hours: 37.5 hours per week Visa Sponsorship: This role does not offer eligibility for visa sponsorship.

Working Hours

The standard working hours are:

• Monday to Thursday: 8:30am – 5:15pm
• Friday: 8:30am – 4:45pm

Shift patterns and flexibility will be discussed during the interview

The Role

We are looking for a professional, friendly and customer-focused Customer Service Officer ( Housing) to join the team in Lyndhurst.

The successful candidate will be the first point of contact for customers accessing Housing Services, providing an efficient, high-quality and comprehensive information and advice service to members of the public, council employees and elected members.

You will be responsible for handling a wide range of customer enquiries through various communication channels, including telephone, face-to-face and online/web-based services.

Key Responsibilities

• Provide a first-class customer service through a range of communication channels, including telephone, face-to-face and web-based enquiries.
• Provide accurate information, assistance and guidance to customers regarding housing enquiries, using your knowledge and experience and accessing relevant information when required.
• Process customer payments, including cash, credit and debit card transactions.
• Record and respond appropriately to customer comments, compliments and complaints in line with agreed procedures.
• Deal with transactions for internal customers, including bookings.
• Undertake daily reconciliation duties as appropriate.
• Provide cover and support for colleagues within the team when required.
• Monitor and be aware of service performance indicators.
• Identify personal training and development needs and make recommendations to your line manager.
• Contribute to the continuous development of the Customer Services Team and Business Support Hub by assisting with the review and development of procedures alongside senior colleagues.
• Adapt to new technology and changing ways of working to support the delivery of high-quality customer services.
• Undertake any other duties reasonably requested by the line manager, in line with the grade and responsibilities of the post.

Essential Skills and Experience

The successful candidate will have:

• Excellent verbal and written communication skills.
• Experience working in a customer service environment.
• A good general education, including GCSEs or equivalent in Maths and English at Grade C or above.
• The ability to deal confidently and effectively with a wide range of customer enquiries.
• A polite, friendly and professional approach, with the ability to remain firm and confident when required.
• Experience handling cash transactions and processing credit and debit card payments.
• Excellent typing and data entry skills, with the ability to input information quickly and accurately while taking details from customers over the telephone or face-to-face.
• The ability to adapt to changing technology and new systems.
• Good working knowledge of Microsoft Word, Excel and Outlook.
• Experience of working effectively as part of a team.
• A flexible, supportive and positive approach to working with colleagues.
• The ability to maintain accuracy,