Housing Officer, Customer Service​/HelpDesk

Location: Greater London

# Housing Officer## Job Introduction
** What you’ll do
** As a not-for-profit housing organisation providing more affordable homes for Londoners, we’re on a mission to work better together for our residents and make London home for those who live in our capital, whatever their personal circumstances. We’re looking now for people with previous experience of customer service to join our operations team, which has recently been refreshed to ensure we’re set up in the best way to deliver the things that matter most to our residents.

** How you’ll do it
** As a Housing Officer, you’ll play a vital role in enhancing our residents’ overall experience of living in one of our homes. You’ll foster a strong local presence, ensuring residents know you by name, by being readily available and proactive.
* ** Main Point of Contact:
** As a Housing Officer, you will be one of the primary points of contact for residents on your patch. You’ll handle day-to-day resident inquiries while working alongside building managers and specialist teams like the repairs hub and customer experience team to ensure communal and estate-wide matters are managed.
* ** Autonomy and Planning:
** You will have the freedom to plan your own week, managing site inspections, meeting contractors, and carrying out annual resident check-ins to ensure any issues are addressed.
* ** Problem Solving:
** In this reactive role, you’ll need to be adaptable—managing your daily tasks while responding to urgent matters like emergency repairs, ensuring residents feel their concerns are prioritized.
* ** Supporting Residents:
** You’ll be involved in safeguarding situations, supporting vulnerable residents dealing with issues such as addiction, mental health, or abuse. We’re looking for someone who genuinely cares about the welfare of residents and can ensure positive outcomes.
* ** Collaboration and Office Work:
** You’ll be on your patch at least two days a week, with the remaining time spent in the office collaborating with colleagues to deliver the best services possible.

Please note this role will be based both in the community - visiting the properties that you manage, and in office
** The Ideal Candidate
** We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

You’ll be tenacious and resilient, with solid problem-solving skills and previous experience in delivering customer service. You don’t necessarily need to have worked in housing before, but if you have, that would be a bonus. Most importantly, you’ll be someone who genuinely puts customers first, has a passion for our vision and mission, and makes our values visible every working day.

Our Housing Officers are busy, so you will need to be flexible, resilient and able to easily switch from one task to another as priorities can quickly change throughout the day. You'll be proactive and customer-focused with the ability to communicate effectively to multiple audiences. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.  

Essential:
* Customer service experience including developing customer relationships
* Excellent communication skills
* Ability to manage workload and prioritise accordingly, capable of quickly switching from one task to another
* Problem-solving skills
* Organisational skills
* Excellent computer skills including Microsoft Word and Excel Desirable
* Previous housing experience

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:  
* Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
* Generous pension scheme
* Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
* Employee assistance - free confidential advice and counselling…