Enquiries Officer (x 20)

Opportunity to use your proven experience handling high volumes of housing enquiries and effectively responding to stakeholders to help improve residents’ lives and landlords’ services. The Housing Ombudsman Service provides independent, impartial and fair dispute resolution for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services. As an Enquires Officer, you’ll be responsible for handling enquiries across various channels, including phone, email, webform and webchat from residents, member landlords, elected representatives and other stakeholders. You’ll be focused on resolving enquiries at the earliest opportunity through the provision of clear guidance, effective management of customer expectations and signposting where appropriate. Additionally, you’ll be responsible for the identification and handling of enquiries where it’s appropriate to intervene within the powers of the Scheme to ensure residents have a fair and compliant access to their landlord’s complaints process. Key requirements, which you should evidence within your supporting statement, include: Experience of working within a customer services / customer focused environment; Experience of working in a busy environment, handling high volumes of enquiries and effectively responding to stakeholders; Experience of delivering against set targets and KPIs, working with high volumes of information at pace and with accuracy; Knowledge and experience of housing complaints; and A track record of collaboration to achieve excellent results.