Customer Services Officer
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Dartford Borough Council have over 4000 social homes throughout the local area. With an established track record for maintaining quality homes, delivering new affordable housing and investing in local communities this is an exciting opportunity to join the Council. This new post has been created to complement our existing team and further increase our ability to offer an excellent first point of contact service.
We are looking for a Customer Services Advisor who is passionate about delivering a great service for residents. In this role you will be the first point of contact for repair calls, diagnosing repairs and managing queries. Your work will play a huge part in maintaining strong customer relationships, improving service quality and ensuring every interaction is timely, professional and understanding. Experience of housing management systems is desirable, and you will need to be aware of data protection requirements, and confident in producing clear, effective written communication across a variety of formats. Most importantly, you’ll bring empathy, professionalism and determination to provide a positive experience for our residents. If this sounds like the opportunity for you, please review the full job on the Candidate Pack before applying.
Key Responsibilities
- Act as the first point of contact for all repair-related queries.
- Triaging repair requests and prioritising appropriately.
- Raising repair orders and instructing contractors to deliver works.
- Overseeing the delivery of repair works to ensure quality and timeliness.
- Monitoring and reporting on contractor performance.
- Maintaining accurate records and providing updates to colleagues and residents.
About You
- Experience in a similar role within a social housing environment is desirable.
- Strong background in customer service or administration.
- Ability to analyse information and present findings clearly.
- Excellent attention to detail and ability to work accurately under pressure.
- Proficient in Microsoft Word, Outlook, and Excel.
- Experience with housing management systems is an advantage.
- Ability to manage multiple priorities and meet deadlines.
Please note, this is not currently a hybrid working role. The successful candidate will work full time from the main office