Customer Services Officer

ABOUT THE ROLE

To provide a high-quality front-line customer service to residents on City of London Corporation housing estates; to organise estate offices and to provide administrative support to the Estate
Team.

MAIN DUTIES & RESPONSIBILITIES

• Address all customer enquires in a helpful, friendly and professional manner. Providing advice and assistance to customers on a wide range of issues at the first point of contact. referring enquiries to managers or external agencies as necessary and following up enquiries to ensure that the customer receives an accurate and timely response.
• Maintain a welcoming, attractive reception for visitors during open hours and an efficient, professional working environment for staff at all times. Ensure all contact and service requests are logged on the housing management system (Civica) and allocate to the relevant person / team.
• Establish, develop and maintain effective working relationships with colleagues, contractors and agencies to ensure that the needs of the customers are met.
• Ensure property keys are issued and stored appropriately and ensure this is logged on Civica.
• Ensure all communal keys / fobs are stored securely and maintain a robust monitoring/ auditing system.
• Process payments for community facilities, parking, fobs, guest flats (where appropriate)
• Provide assistance on the preparation and distribution of resident communications, i.e. newsletters, leaflets, website and social media.
• Handle correspondence relating to the estate, whether by letter, e-mail or via the CoL website. Manage and distribute incoming correspondence to relevant persons and log on Civica.
• With assistance from the Resident Services Officer, manage the lettings of sheds on the estate, managing rental income and voids.
• Respond to complaints politely and promptly in accordance with our complaint handling procedures. Escalate to the appropriate person or team.
• Carry out administrative and clerical duties, including filing, photocopying, dealing with post, maintaining procedural manuals and taking notes of meetings as necessary.
• Raise and process invoices for office supplies in accordance with internal procedures.
• Support resident involvement by assisting the Resident Services Officer in organising and attending meetings and estate events as necessary, assisting in carrying out resident surveys and by promoting all forms of resident involvement.
• Manage the bookings and deposits for the hire of any community hall and explain the terms of use to anyone who books it.
• Actively seek to implement the City of London’s Occupational Health and Safety Policy in relation to the duties of the post, and at all times give due regard to the health and safety of both themselves and others when carrying out their duties.
• Actively seek to implement the City of London’s Equal Opportunity Policy and the objective to promote equality of opportunity in relation to the duties of the post.
• Undertake any other duties that may reasonably be requested, appropriate to the grade and on any City of London estate as required.

CANDIDATE REQUIREMENTS

Please find below the qualifications, experience and technical skills required to undertake this post.

Technical Skills / Professional Qualifications / Relevant Education & Training:

• 5 GCSEs, including English and Maths. (A)
• Strong ICT skills, including proficiency in Microsoft Word, Outlook, PowerPoint and Excel. (A, I, T)
• Willingness to work towards a housing qualification. (A)

Experience Required

• Experience of providing excellent customer service to the public through face to face or telephone contact. (A, I)
• Delivering a responsive “front line” service to internal and/or external customers, willingly ‘going the extra mile’. (A, I)
• Excellent verbal and written communication (A, I,T)
• Experience of managing and prioritising a demanding workload. (A, I)
• Providing advice and guidance to customers. (A, I)
•  Creating and managing office processes, i.e. key systems. (A, I)
• Administration skills eg filing, record keeping. (A, I)
• Processing payments and managing financial information. (A, I)

Technical Skills & Knowledge

• Using in-house operating systems i.e. Civica (A, I)

Other Relevant Information

• Need to be flexible regarding working hours and location. (A, I)
• Some experience or knowledge of social housing is desirable. (A, I)
• Must be well-presented. (I)

To view the JD and application process, please click here –>Job Information Pack – Customer Services Officer