Customer Service Officer (6-month fixed term contract)

Customer Service Officer (6-month fixed term contract) Watford (Office Based)37 hours per weekThe VacancyIntroduction to the roleOur client work with their customers and communities to change lives, and theyre looking for a highly motivated Customer Service Officer to join their Customer Service Team and help them deliver an exceptional experience to their customers.As a Customer Services Officer, you will act as the voice and face 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 center.Role purposeThey put the customer at the heart of everything that they do and take a proactive approach for each customer contact through multi-channel communication.As part of their Customer Service team, you will use your communication skills to help them deliver high-quality customer services.The right candidate will be highly customer-focused and committed to delivering quality services to their residents and work effectively and proactively with colleagues to give their customers an exceptional customer experience.Whats the role?Key Accountabilities:Be the first point of contact for the organisations customers, assisting with a range of enquiries and liaising with other staff members as required.Assess and resolve enquiries, requests and complaints by telephone, email, online or face to face as reasonably possible.Effective administration of the repairs process to include call handling, email responses, diagnosing faults, raising jobs, allocating and issuing jobs, managing work in progress, updating, and completing works on the system in a timely and effective manner.Focus on creating a first-time resolution for the customer ensuring queries are dealt with where possible at first point of contact, taking ownership to resolve queries effectively.Apply sound judgement to resolve customer queries in relation to repairs and maintenance. Doing so in a timely manner as well as managing such queries sensitively and effectively through satisfactory resolution.Provide accurate repairs advice to customers.Demonstrating empathy, professionalism and the ability to manage conflict, achieving a balance between requirements of customers and internal stakeholders.Acting as a key point of contact for customer enquiries and signposting customer queries appropriately.Ensuring that all customer enquiries and requests are dealt with in a prompt, courteous manner that demonstrates excellent customer service in all communications with customers.Provide a comprehensive information service to all customers, advising on services, policies, procedures of the organisation to either inform or resolve the needs of the customer.To use sound judgement and take decisions within the established procedures/policies for each service request including logging, processing and progress chasing enquiries or repairs requests whilst adhering to the procedures, policies, service standards and key performance targets to maximise customer satisfactionWhat are they looking for?Essential:Experience in Customer Service / ReceptionQualifications in Customer Service / Customer CareYou will need to maintain a satisfactory basic level DBS checkWhat can they offer you?28 days annual leave (pro rata)Employer pension contribution of up to 11%Development opportunitiesComprehensive employee rewards schemeHow they workThey embrace agile working blending time in their communities, shared spaces, and remote working. With digital technology at the heart of their approach, they empower teams and individuals to work flexibly.How to applyIf this sounds like your next role, click apply now, tell them why youve got what it takes, and attach a copy of your current CV.Closing date: 5 August 2026Interviews: To be confirmed(Please note they reserve the right to close the vacancy early if they receive a large response.)TPBN1_UKTJ