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About the Role
Start your career in Housing and help us deliver a great service to Croydon residents. We’re looking for people with strong customer service and communication skills to join our Housing Customer Service team. You don’t need previous Housing experience. What matters is that you enjoy helping people, can listen and communicate clearly, take ownership of problems and are willing to learn. We’ll support you to develop the Housing knowledge you need to do the role.
Responsibilities
- Be one of the first points of contact for residents using Croydon’s Housing services.
- Help customers by telephone, digital and online channels, face-to-face and in writing.
- Listen to residents, understand their needs and provide clear and accurate information.
- Resolve enquiries and complaints at the first opportunity wherever possible.
- Keep customers informed and refer or escalate issues when specialist support is needed.
- Work closely with colleagues across Housing, contractors and other Council services to get issues resolved.
- Provide a positive experience for residents.
- Keep accurate records.
- Learn our Housing services and repairs processes.
- Identify areas where the customer experience could be improved.
Requirements
- Experience of providing customer service or supporting members of the public, customers or service users.
- Clear and confident verbal and written communication.
- Good listening skills, empathy, patience and tact, including when someone may be distressed, frustrated or challenging.
- Ability to ask the right questions, understand what someone needs and provide helpful information.
- Good problem-solving skills and a willingness to take ownership and follow things through.
- Ability to organise and prioritise work in a busy environment.
- Confidence using digital technology and willingness to learn new systems.
- Ability to work well with others.
- Willingness to learn about Housing services, repairs, policies and processes.
Skills
- Customer service
- Communication
- Digital technology
Location
- Croydon
Work Type
- Fixed Term - 12 months
- 36 hours per week
- Office-based
Experience Level
- Entry-level
Salary/Compensations
- Grade 5 £34,104 - £35,109 p.a.
Benefits
- Inclusive working environment
- Learning and career development
- Local Government Pension Scheme
- Up to 31 days annual leave depending on eligibility plus Bank Holidays
- Option to purchase additional leave
- Family-friendly provisions
- 24/7 Employee Assistance Programme
About the Company
- Croydon Council balances its books, listens to residents, and delivers good sustainable services.
- Get a grip on the finances and make the council financially sustainable.
- Become a council which listens to, respects and works in partnership with Croydon’s diverse communities and businesses.
- Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors.
- Ensure good governance is embedded and adopt best practice.
- Develop our workforce to deliver in a manner that respects the diversity of our communities.
- Croydon is a place of opportunity for business, earning and learning.
- Children and young people in Croydon have the chance to thrive, learn and fulfil their potential.
- Croydon is a cleaner, safer and healthier place, a borough we’re proud to call home.
- People can lead healthier and independent lives for longer.
- Croydon Council’s new ways of working.
Equal Opportunity
- Croydon Council is an inclusive employer and welcomes applications from all sections of the community.
- We guarantee an interview to disabled applicants who meet the minimum criteria for the role.
- As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
- Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment.
- The Successful candidate will be subject to a DBS check, if the role requires one.