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Telephone Support Officer

Telephone Support Officer

  • Location

    East London, London

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Bronte Boland

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    about 1 year ago

  • Duration:

    On Going.

  • Expiry date:


  • Startdate:


Housing Needs Service - Telephone Support Officer

Remedy Recruitment are currently working with the local authority in London and are currently seeking an experienced Telephone Support Officer, this is a fast past exciting role that sits within the housing needs.

Main Duties and Responsibilities-

  • To undertake telephone answering duties by providing support, signposting and advice for all homelessness and other housing enquiries.

  • To support the resilience agenda by encouraging customers to use self-service kiosks and online services.

  • Gain and maintain a general knowledge of related legislation and local policy and procedures (with particular reference to allocations and homelessness).
  • To competently use the required IT systems and enter clear and grammatically correct notes with details of advice/ action on computer records following telephone interaction with clients and officers.

  • To update data systems with additional information obtained i.e. applicant's contact details etc.
  • Have an excellent and proficient command of English, both verbally and in writing.

  • To undertake clerical duties including filing scanning and shredding of documents and photocopying.

  • To handle difficult or sensitive enquiries effectively, using listening, interviewing and telephone skills and rapport building.

  • To understand what matters to customers, and to ensure appropriate levels of customer service throughout the task of delivering services.

  • To help support the delivery of continuous improvement within services, by responding to customer demand, reducing and eliminating "waste", and improving performance and efficiency.

  • To use effective communications to build good working relationships across the service.

  • To use all available information technology applications and other systems to ensure the efficient provision of information, advice and support to customers.

The successful candidate will require the following -

  • Minimum of 2-3 year's experience within a customer service environment working for a Housing Association or other public service organisation, in a capacity which involved face-to-face interaction with customers, resolving difficult issues.
  • Understanding of the role and scope of Social Housing providers, and access to these services.
  • Understanding of the range of stakeholders & partners concerned with social housing, and a proven history of communicating with such organisations.

For more information please call Bronte at Remedy, 0208 418 7677.