We are working closely alongside a Local Authority in Enfield to assist with the appointment of a Housing Resolution Officer, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £17.00 - £21.17 per hour

Responsibilities:

• To deliver a high standard of customer service across all channels. Recognise when customers are vulnerable or require extra assistance and ensure their needs are met, in a professional manner, maintaining high levels of first point of contact resolution and customer satisfaction.
• To demonstrate subject specialisms in relevant areas and act as subject matter expert for the team within the contact centre, through maintaining effective links with the relevant areas. Acting as a role model to less experienced staff, displaying exemplary behaviours and commitment to the team, the service, the organisation and all external customers.
  
• Accurately diagnosing council housing repairs, making appointments and chasing contractors as required and following up on issues raised by the out of hours service.
  
• Obtain technical advice as required from Supervisors and Surveyors. Explain complex technical repairs advice clearly to customers in order to agree a resolution.
  
• Dealing with calls from Enfield residents relating to a wide variety of council housing issues and determining the appropriate cause of action; resolving issue in real-time and where necessary refer issues to back office teams in various sections of Council Housing. Including Leaseholder, Neighbourhood, Income recovery, Housing Advisory Service queries.

Qualifications:

• Ability to facilitate shadowing and coaching of new or less experienced staff on a 1-2-1 basis and provide feedback to management about progress.
• Capability to step up as Subject Matter Expert and provide technical advice to the head of service for this area and accompany them to meetings if required
  
• Experience of accurately diagnosing and raising repairs. Use problem solving skills to resolve complex enquires.
  
• Ability to triage and manage calls and other contacts by taking responsibility for effective resolutions or escalation where appropriate.
  
• Inherent ability to act with integrity by taking ownership of and presenting issues with clarity and accuracy; whilst at the same time managing customer expectations factually and reasonably.
  
• Ability to pay attention to detail by listening carefully and capturing communications accurately with a view to responding to every aspect of issues raised.

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent. Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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