Customer Service Officer – Repairs & Resident Support

We are recruiting a confident and customer-focused Customer Service Officer for a busy repairs and resident support team. This is a great opportunity for someone with strong administration, call handling and communication skills to support homeowners and residents in a fast-paced local authority environment.

You will be the first point of contact for repair-related enquiries, providing clear advice, accurate information and practical support across telephone, email and other service channels. You will raise repair orders, update customer records, follow up on completed jobs and help ensure residents receive a responsive, professional and positive service experience.

• Handle telephone and email enquiries from homeowners in a professional and customer-focused manner.
• Provide accurate advice, process repair requests and raise orders using relevant ICT systems.
• Follow up with customers to confirm job completion and gather service-quality feedback.
• Maintain and update customer records accurately, ensuring compliance with data protection and relevant legislation.
• Resolve enquiries swiftly and comprehensively at first point of contact wherever possible.
• Support customers from diverse backgrounds, using appropriate services such as translation support where required.
• Work collaboratively with colleagues to support a consistent “one team” approach within the contact centre.

The ideal candidate will be organised, professional and comfortable handling high-volume enquiries while maintaining accuracy and empathy. Experience in customer service, housing repairs, local government, contact centre work or public sector administration would be particularly valuable.

• Previous experience in a customer service, call centre, repairs, housing or administrative role.
• Confident handling high-volume telephone and email enquiries.
• Strong written and verbal communication skills.
• Good organisational skills with the ability to prioritise workload and meet deadlines.
• Experience dealing with service users, residents or members of the public.
• Ability to use ICT systems accurately to record information and manage enquiries.
• Awareness of equality, diversity and inclusive service delivery.
• Ability to work on your own initiative while contributing positively to a team environment.

• Competitive Umbrella rate of £24.54 per hour.
• Full-time 36-hour working week.
• 24-week contract with a well-established local authority.
• Opportunity to gain valuable experience in a busy repairs and resident support service.
• A varied role where your communication, organisation and problem-solving skills will make a real difference.

If you have the customer service, contact centre or public sector administration experience needed for this role and are ready to support a busy repairs service in Southwark, apply today with your updated CV.

DBHRSolutions is acting as the employment agency for this vacancy. We are committed to equality, diversity and inclusion, and welcome applications from all suitably qualified candidates.