Reference: CBC243081
Salary details: £23,500.00 to £23,893.00 per year
Job term: Fixed term for 12 months
Appointment type: Full time
Hours: 37 hours per week
Location: Stonegravels Depot
Department: Housing / Repairs
Join Our Team at Chesterfield Borough Council!
Are you passionate about delivering top-notch customer service and ready to tackle challenging and rewarding responsibilities?
We are looking for an enthusiastic Housing Property Services Customer Care Officer to join our dynamic team.
In this role, you will be the key player in providing exceptional face-to-face, telephone, and online customer service to our tenants and residents.
Main Purpose of the Role:
As an HPS Customer Care Officer, your primary focus will be on efficiently managing and resolving complaints, ensuring high levels of customer satisfaction.
You will handle sensitive and complex issues with professionalism and foster a culture of learning and continuous improvement.
Key Responsibilities:
Efficiently manage customer interactions to meet Key Performance Indicators within the Repairs team.
Act as the main point of contact for complaints within the Repairs Service, liaising with key team members to ensure effective resolution.
Accurately update and maintain records of complaints and correspondence on the CRM system.
Track outstanding complaint actions and provide timely updates to residents.
Respond to customer inquiries both in person and digitally, offering support and guidance while ensuring accurate record-keeping.
Advocate for customers when resolution requires involvement from other service areas or external agencies.
Handle challenging customer interactions with excellent customer service skills and sound judgment.
Accurately log inquiries and relevant information into appropriate systems.
Support residents by directing them to online resources and providing assisted digital support as needed.
Customer Details Management: Process changes to customer details efficiently, minimizing the need for multiple service team handoffs.
Reporting: Assist in the development and presentation of reports related to complaints and service improvements.
What We Offer:
We offer a very competitive salary.
Enjoy a generous leave entitlement.
Attractive Pension Scheme: Benefit from a very attractive pension scheme.
Access a range of other benefits provided to Chesterfield Borough Council employees.
We support continuous training and personal development.
Chesterfield Borough Council is committed to equality of opportunity for all colleagues. We encourage applications from individuals of all backgrounds and welcome diversity in our workforce. We do not discriminate on the basis of age, race, religion or belief, or any other protected characteristic.
For further information on this vacancy, please contact Andy Elkington (Senior Technical Leader - Responsive Repairs) via email at Andy.Elkington@Chesterfield.gov.uk
Join us in making a difference to our community and ensuring excellent service for all our residents. We look forward to hearing from you!
How to apply
Interested candidates should initially apply with their CV and a covering letter stating the job title, and clearly demonstrating suitability and experience for the role. Please send it to hrjobs@chesterfield.gov.uk no later than the closing date shown below.
If you don't already have a CV you can use our template below. We also have advice about how to write your cover letter.
Closing date: 28 July 2024
Provisional interview date: To be confirmed
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to
Disability Confident.
