Job Summary
The Customer Experience Officer plays a vital role in delivering excellent customer service across both housing management and property maintenance functions. Acting as a key point of contact for customers, support providers, and contractors, the role ensures that queries are handled promptly, professionally, and with a customer-first approach.
The postholder supports tenancy processes including sign-ups, housing benefit claims, and void management, while also helping to coordinate repairs and maintenance, ensuring our homes remain safe, well-maintained, and compliant. This is a varied and fast-paced role requiring strong communication skills, attention to detail, and effective cross-team collaboration.
This role operates under the organisation’s hybrid working arrangements. Required office attendance, including specific days and frequency, will be set by the line manager and may change in line with business needs.
Duties
Act as the first point of contact for telephone and email enquiries from customers, support providers, advocates, commissioners, and contractors.
Log all contacts on the housing management system, ensuring accurate and up-to-date customer and property records.
Support the voids process by updating systems, tracking property status, and ensuring paperwork and compliance checks are completed in a timely manner.
Assist with the new customer process, including preparing sign-up paperwork, issuing easy-read documents, and supporting Housing Officers with the onboarding of new customers.
Process Housing Benefit claims, ensuring required documentation is collected and submitted, and working closely with the Income team to resolve queries.
Manage complaints administration, including logging new complaints and ensuring records are accurate and up to date, while working to resolve service requests promptly and effectively at first point of contact to achieve a ‘right first time’ outcome and reduce avoidable complaints.
Attend and contribute to regular meetings with Housing Officers to support handover and progression of tenancy-related tasks.
Maintain accurate tenancy and property data within housing systems, generating reports and performance updates as required.
Complete and submit CORE (Continuous Recording of Lettings and Sales in Social Housing) data returns in line with regulatory requirements.
Support day-to-day office administration, including post, mailouts, stationery orders, and document management in line with GDPR.
Undertake ad-hoc administrative tasks to support tenancy and customer service activities.
Contribute to service improvement by identifying gaps, delays, or feedback related to housing and repairs services.
Comply with GDPR requirements and internal data handling protocols.
Assist with gathering and reporting on performance data including customer satisfaction, service levels, and compliance KPIs.
Work flexibly across both housing and repairs functions to meet operational needs.
Liaise with internal teams, including Income, regarding tenancy matters, including applications and administration of Council Tax discounts for customers classified as Severely Mentally Impaired (SMI).
Record and track damp and mould cases, ensuring reports are logged systematically, progress is monitored, and records are updated through to full resolution in line with internal procedures.
Void property administration, including managing workflows, uploading compliance certificates, maintaining progress trackers, and liaising with Portus Property Management (PPM) and contractors to support timely turnaround.
Reviewing, verifying, and processing invoices for furniture, white goods, and other non-PPM expenditure
Acting as the initial point of contact for repair requests, assessing, and prioritising issues, raising work orders, and escalating complex or urgent cases to senior colleagues or contractors as required.
Respond to queries relating to white goods and furniture, checking eligibility or property requirements, and liaising with Housing Officers and Finance where orders, approvals, or budget checks are needed.
Maintain central oversight of Fire Risk Assessment (FRA) actions, ensuring remedial works are tracked to completion, records are updated in internal systems, and overdue or high-risk actions are escalated to Housing Officers promptly.
Qualifications
(Essential/Desirable)
GCSEs (or equivalent) in English and Maths at Grade C/4 or above - E
Educated to Level 3 or equivalent (e.g., A-Levels, NVQ Level 3, BTEC, or equivalent experience) - D
Housing related qualification (e.g., CIH Level 3 or above) - D
Experience in housing, property, customer service, or similar administrative role - E
Strong communication skills with a professional, empathetic telephone manner - E
Experience using databases or housing management systems - E
Experience in complaints administration, including logging, tracking, and supporting timely resolution - D
Excellent organisational skills and attention to detail - E
Experience of logging, tracking and following up repairs or service requests - D
Proficient in Microsoft Office (Word, Excel, Outlook, Teams, SharePoint) - E
Ability to manage competing tasks and priorities effectively - E
Commitment to customer care, confidentiality and safeguarding - E
Flexible, solution-focused, and able to work effectively as part of a team - E
Experience working with contractors or coordinating property works - D
Knowledge of GDPR and handling sensitive data - E
Understanding of compliance documentation (e.g., SSH compliance, gas safety, electrical) - D
Full UK driving license or access to transport - E
Basic DBS certificate (clean) - E
Pay: £27,900.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Work Location: Hybrid remote in Manchester M27 8FF
