Customer Service Officer – permanent Watford Community Housing Salary: £25,300 - £30,000 37 hours per week – office based role We work with our customers and communities to change lives, and we’re looking for a highly motivated Customer Service Officer / Receptionist to join our Customer Service Team and help us deliver an exceptional experience to our customers. What’s the role? As a Customer Service Officer, y ou will act as the voice of Watford Community Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call centre. We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high-quality customer services. The right candidate will be highly customer-focused and committed to delivering quality services to our residents. You’ll work effectively and proactively with colleagues to give our customers an exceptional customer experience. Key Responsibilities: Ensure a high standard of service, showing passion and enthusiasm for helping customers. Utilize exceptional verbal and face-to-face communication skills, along with active listening. Answer inbound calls, evaluate problems and complaints, and provide appropriate solutions. Respond efficiently and professionally to customer queries and complaints. Adhere to company policies and procedures during customer interactions. Record Keeping: Maintain accurate customer records in the CRM system, including call logs and reports. High Volume Calls: Manage high volumes of calls while providing first-class service consistently. What are we looking for? You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of exceeding customer needs and an understanding of how to deliver exceptional customer service through a multichannel platform i.e. face to face / telephone / web messages. You will have a background in Customer Services, and knowledge of the housing or construction sectors would be a distinct advantage. Essential: At least 2 years’ experience in customer service / reception Qualifications in Customer Service / Customer Care You will need to maintain a satisfactory basic level DBS check. Desirable: Knowledge of the housing sector Engaging effectively with a diverse audience using a diverse range of communication tools. What can we offer you? We know that people are our most valuable assets, so we offer a range of benefits including 28 days’ annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme. How we work We are committed to embracing the most positive aspects of agile working. We take a blended approach to how we work, so that colleagues have the flexibility to strike the right balance between working in our communities, in our shared spaces and remotely. With digital technology at the heart of our work, teams and individuals are empowered to decide the best way to meet the needs of their role. How to apply If this sounds like your next role, click ‘ apply now ’, tell us why you've got what it takes and send us a copy of your current CV. The closing date is 28 January 2025, (but please note we reserve the right to close the vacancy early if we receive a large response ). About us We are a housing association with homes across South-West Hertfordshire. We aim to make a real difference by delivering better homes and supporting our communities, because we know that good homes give people the chance to lead more fulfilling lives. We own and manage more than 6,800 homes and associated assets in South-West Hertfordshire. Our business is evolving rapidly as we find new ways to deliver great homes, improved services and much-needed new homes. We also have a one-star accreditation from Best Companies, putting us in the top 25 housing associations to work for. We have exciting plans for the future – and you could help us to achieve our goals. Find out more at www.wcht.org.uk/letsgo. Benefits Access to season ticket loans Online rewards with shopping discounts Cycle to work scheme 28 days annual leave Pension scheme 2 paid volunteering days Documents