Housing Resolutions Officer

Job Title: Housing Resolution Officer
Location: North London
Contract: 3 to 6 months ongoing contract, Full-time, 35 hours min per week
Working Pattern: Hybrid (3 days WFH, 2 days in office after training)
£22.01 per hour umbrella 

About the Role
We are recruiting a Housing Resolution Officer to join a busy Customer Service Call Centre. This role is at the front line of supporting residents, answering a wide range of council-wide enquiries over the phone, with a particular focus on housing and repairs.
This is a fast-paced environment where positivity, professionalism, and strong customer service skills are essential.

Key Responsibilities

• Handle inbound calls from residents, resolving housing and council-wide enquiries.
• Provide high-quality customer service, ensuring every call is dealt with efficiently and professionally.
• Work to performance and quality standards in a busy call centre environment.
• Use housing systems (Northgate knowledge preferred but not essential).
• Accurately log calls and update case management systems.
• Promote a positive and proactive attitude in all resident interactions.

Requirements

• Previous experience working in a call centre or customer service environment.
• Strong communication and customer service skills.
• Experience in housing repairs enquiries is highly desirable.
• Knowledge of Northgate Housing System preferred (or experience using similar housing systems).
• Ability to work in a fast-paced office environment, meeting KPIs and service targets.

Training & Working Arrangements

• Comprehensive 2-week training programme (classroom-based and shadowing, both in office and at home).
• Flexible hybrid model after training: 3 days working from home, 2 days in office.

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.