The role:
The Customer Support Officer will assist our customers with the process of moving out of their homes. Whether it’s due to homelessness or a temporary decant, you’ll be there to provide guidance, support and practical coordination to ensure a smooth and stress-free move-out experience. You’ll work closely with our internal and external partners to manage the entire move-out and move-in process from start to finish. You will also lend a hand to the Lettings team and the Housing team as required.
We offer hybrid working but there is an expectation that you attend the office at least twice a week, and additionally as needed.
We value colleagues who consistently demonstrate and champion our values and who create positive relationships with colleagues, customers and stakeholders.
Although not an exhaustive list, key responsibilities include:
1. Serve as the main point of contact for customers, addressing enquiries and concerns promptly.
2. Provide clear information and guidance on procedures and requirements for the move-out process, including legal requirements and compliance with Brighter Places policies.
3. Identify alternative accommodation for customers by utilising empty homes, new build properties, and engaging with local authorities.
4. Work with customers to identify their needs for their new home, project manage this work, and keep customers updated on timescales and progress.
5. Ensure customers have a positive experience and deliver high levels of customer satisfaction.
6. Update key systems with accurate and timely information related to customer enquiries.
7. Ensure all data is managed in compliance with data protection regulations, including GDPR.
About You:
At Brighter Places, we value and nurture talent, welcoming both experienced professionals and those with the right attitude and determination who are looking to get their foot on the ladder. No matter who you are, where you’re from, or the journey you’ve been on so far, we’ll welcome your unique experience and perspective – and help you find your brighter future.
For this role we are looking for individuals who have:
1. Experience in the management of an end-to-end lettings process in a social housing environment.
2. A good working knowledge of relevant housing legislation.
3. Excellent communication and interpersonal skills with a variety of audiences.
4. Strong problem-solving skills.
5. Ability to put the customer’s needs at the centre of service provision and a commitment to customer care.
6. Ability to work in a team as well as on own initiative.
7. Ability to prioritise work and deliver to tight deadlines.
8. Highly organised, empathetic and patient.
The successful candidate must hold a valid driver’s license and access to a car. An enhanced DBS check will be obtained upon successful appointment of this role.
How to apply?
To apply for this role, please complete an online application form via our website: Customer Support Officer - Brighter Places.
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