Housing Response Officer (Part Time)

Kensington and Chelsea, London (Greater)
£26,544 - £30,618 pro rata per annum
13 May 2021
31 May 2021
Job role
Contract Type
Part Time

About Us:

Help residents make the most of every day

In Kensington and Chelsea, we put local people at the heart of decision-making. We work in partnership with them to provide quality services that are responsive, effective, and efficient. Following the Grenfell tragedy, we have brought our social housing back under our direct control and continue to develop our services and teams – introducing innovative, resident -led solutions that ensure they can enjoy life and their homes.

The Role:

If you are proactive and passionate about customer service and making customers smile, you’ll thrive handling emails and calls from our residents and other internal and external stakeholders, as a Housing Response Officer. Queries will vary from housing management, maintenance issues, tenancy, leasehold, rent, service charges, parking questions and more. 

As well as help from the rest of the friendly team, there are scripts to help you find the right answers. Plus, with our new induction and training packages, you’ll quickly become an authority on what we do.

You’ll also rotate across different tasks – including but not limited to running reports, managing contractors’ diaries, planning and staffing our reception. So, expect to get a complete picture of the service we provide, and the kind of experience that’ll help you make the most of all the opportunities within our Council.

Please refer to the Job Description for more information

About You:

Ideally, you’ll have worked in a call centre before. However, so long as you have excellent written and verbal communication skills and have worked directly with customers in any busy customer focused environment – it’s your empathy to understand what customers want and being organised and passionate with flair and motivation to solve their queries, that is key to this role. 

To settle in quickly, you’ll ideally have prior experience of, or be a quick learner with the confidence to learn about and understand, construction drawings and specifications in order to raise jobs correctly.

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme and generous annual leave plus bank holidays.

Please outline your suitability for this position by clearly specifying how you meet the criteria outlined in the person specification and job description, as well as the Council's core values 

Please note that due to the high-volume of applications, we are not always able to provide individual feedback to candidates who have not been successfully shortlisted. Accordingly, we reserve the right to close this advertisement early if we receive a sufficient volume of suitable applications, so we encourage you to submit your application at your earliest convenience to avoid disappointment

Additional information

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We do not accept speculative CVs from any source.

Please note, we will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

If you experience difficulties with the recruitment application process, please contact the recruitment team by email: recruitment@rbkc.gov.uk