Housing Resolution Officer

Posted 08 September 2025
Salary 22.01
LocationEnfield EN1 United Kingdom
Job type Contract
ReferenceRQ1600273

Job description

3 months contract with a Local Authority
Job Summary:
• This role involves working as a Housing Resolution Officer within a high-volume, fast-paced inbound contact centre environment.
• The post holder will respond to a wide range of enquiries from members of the public, with a particular focus on housing repairs and general council-related issues.
• The role is customer service-focused, requiring excellent communication and problem-solving skills to resolve enquiries effectively and efficiently.

Key Duties/Accountabilities (Sample):
• Handle a high volume of inbound telephone enquiries from residents and members of the public.
• Respond professionally and effectively to enquiries covering a range of housing and council services, particularly housing repairs.
• Log and track customer queries using relevant housing systems and CRM tools.
• Provide accurate information, advice, and updates, ensuring the highest level of customer satisfaction.
• Work towards individual and team targets in line with service level agreements and performance standards.
• Maintain a calm, polite, and professional manner at all times, particularly when dealing with challenging or sensitive situations.
• Escalate complex queries to relevant departments or service areas as required.
• Maintain up-to-date knowledge of housing processes, services, and systems.

Skills/Experience:
• Proven experience working in a call centre or contact centre environment.
• Excellent customer service and communication skills, both written and verbal.
• Experience dealing with housing repairs enquiries or housing services.
• Ability to meet and exceed performance and quality standards in a high-paced environment.
• Experience using housing systems (e.g., Northgate or similar).
• Confident with using IT systems and inputting data accurately during live calls.
• Knowledge or previous use of the Northgate Housing system.
• Previous experience in a public sector or local authority setting.

Additional Information:
• The closing date: 15/09/2025 @17:00.
• Flexible hybrid working: 3 days from home, 2 days in the office (after completing training).
• A two-week training programme will be provided (classroom-based and shadowing).
• 35 hours per week, Monday to Friday, 9:00–17:00.