Customer Services Support Officer X2

**Salary**: £28,598 to £31,022
**Working Arrangements**: Full Time
**Hours of Work**: 37 Hours per week, Monday to Friday
**Status of Employment**:Permanent.
- Opportunity to Job Share._

This post closes at 11.59 pm on the date specified.

At Berneslai Homes, we strive to be an ambitious, forward-thinking social housing provider and employer. Working for us offers you a chance to play a real part in improving homes and communities throughout Barnsley.

Managing around 18,000 homes on behalf of Barnsley Council, our ‘3 Cs’ values are at the heart of all we do here - we promise to always put the **_Customer first_**, have a **_Can do_** attitude to make change happen, and stay **_Curious_** to make sure we get things right.

We’re proud to announce that we are the first local authority to achieve the highest C1 grading from the Regulator of Social Housing following our recent inspection. This outcome means that we meet consumer standards as a landlord, identify when issues occur, and implement plans to prevent recurrence—demonstrating our commitment to providing high-quality homes and prioritising tenant safety, needs, and well-being.

**The Customer Services Support Officer role**:
We have an exciting opportunity for **two** Customer Services Support Officers to join us

As part of our Customer service, you’ll be part of our fantastic team who deliver a front-line service identifying and resolving customer comments, enquiries, and complaints with differing degrees of complexity across the whole service.

Are you able to work effectively as part of a team and have a positive attitude towards change? If so, you could be exactly who we’re looking for

**Key duties and responsibilities of our Customer Services Support Officer**:

- Answering the Customer Services phone line and monitor our mailbox, e-Forms and social media sites in line with our ‘Your Comments Count’ policy.
- Dealing with a diverse range of routine and complex queries, comments and suggestions made by customers through various channels.
- Developing effective working relationships with internal and external colleagues and other partners to share best practice.
- Maintain an up to date knowledge of existing and new policies, procedures and legislation by networking with other housing organisations and service providers, including the Housing Ombudsman.
- Receiving, referring, or where required investigating routine and complex stage 1 complaints in line with our “Your Comments Count” procedure.
- Following up any outstanding actions or overdue responses with relevant service managers.
- Producing performance data within strict deadlines in respect of complaints, comments and suggestions.

**What we’re looking for in our Customer Services Support Officer**:

- Level 4 Qualification in Housing or related field OR equivalent qualification and / or extensive experience in a similar problem solving role.
- Ability to demonstrate a positive, flexible approach to team working, be self-motivated and responsive to change.
- Experience of working in a high-pressured customer focused environment, solving complex problems, dealing with customers displaying a range of emotions, handling and resolving complaints across a diverse service area.
- Experience of working with software packages, including Microsoft Office and bespoke databases.
- The ability to quickly and effectively assess and understand a wide range of policies, procedures and legislation and deal effectively with unknown or uncommon situations.

**What you might be asking is, why work for us?**

We are proud to put our people first By joining Berneslai Homes, you will have access to a wide range of employee benefits including:

- Agile Working Packages
- Excellent Pension Scheme
- Discounted Gym Membership
- Health & Wellbeing Checks
- Fantastic Training and Development Opportunities

**Key Dates**

**Further Information**

- This post requires a Basic Criminal Record Check.
- CVs will not be accepted.