Customer Service Officer advertised by

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Cheltenham Borough Homes

Contact Information:
Cheltenham Borough Homes
HR Department
Clarence Street
GL50 3JR

Tel: 01242 775313/775315/14

Click here to see all adverts from Cheltenham Borough Homes

Please email your application to or post it to the above address.

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This job has now expired. Please do not apply for this position.

Customer Service Officer



Thank you for showing an interest in working for Cheltenham Borough Homes (CBH).

This pack should give you more information about the roles available and why CBH is such a great place to work.

This is an exciting time to join CBH. We have big plans for the future and we need a motivated and enthusiastic workforce to help us shape and deliver these ambitious plans.

Working for CBH

Competitive salary with an incremental salary scheme aligned with the annual cost of living increases.

Maternity, paternity, shared parental leave and adoption benefits are available as well as childcare vouchers. 

Pension schemes
All staff can join the Local Government Pension Scheme, a defined benefits scheme which offers fantastic returns. To find out more visit their website:

Professional development
CBH has an annual programme of internal training to support staff in their roles, as well as an extensive on-line library of professional resources to

Job Information:

We are currently seeking a Customer Services Officer. The focus of this role will be to provide outstanding customer service in our contact centre and at our front line offices, key responsibilities are:

• To provide a service that, wherever possible aims to deal with customer’s queries at the first point of contact ensuring that a high quality service is delivered at all times
• Be effective and pro-active in dealing with customer enquiries
• Process repair requests and other queries from various sources / parties (for example from tenants,  Tenancy Management Officers, tenant representatives) by telephone, email, or website
• Use a Contact Centre type telephony system
• Receive and process payments either face to face or via telephone, provide receipts & balance monies correctly at the end of each day
• Administer and monitor the customer web portal
• Ensure that all customers receive an excellent level of service
• Having overall knowledge of benefit services and the ability to signpost to relevant teams/support officers
• Effectively process all incoming and outgoing mail
• Maintain stock control of office/cash hall stationery
• Provide assistance to other departments in a receptionist role
• Assist with other duties as requested by Customer Service Team Leader
• Ensure all relevant information is processed and passed to individual staff utilising a contact database
• Knowledge of and ability to utilise all CBH IT systems and data bases effectively including Microsoft packages
• Work from area offices, contact centre or any other CBH office as identified by Customer Service Team Leader to ensure continuity of customer service
• Assist  in ensuring satisfaction with the service is monitored and ensure feedback is acted upon to achieve a customer focussed service.
• Assist in achieving 90% of calls answered in 60 seconds within the Contact Centre to achieve an excellent customer focussed service
• Ensure that all customers both internal and external are provided with a high quality service and are at all times treated with dignity and in accordance with their individual needs and those set out by Equality & Diversity.
• Provide timely and accurate reports as requested by  Customer Service Team Leader.
• Process Compliments. Comments and complaints in line with CBH policy
• The ability to work under pressure and handle confidential information in a professional manner.
• To ensure personal and team compliance with any relevant legislation instructed in particular the Health and Safety at Work Act 1974 and Data Protection Act 1998. 

Knowledge and Skills:

• GCSE’s or equivalent in Maths and English
• Ability to provide a high level of customer care and to demonstrate organisation and communication skills
• Ability to work within a team and with minimum levels of supervision
• Ability to communicate effectively with colleagues and customers at all levels
• Ability to collect, process, receipt and balance cash accurately
• Ability to undertake a diverse range of customer based services including administration both by direct contact and through the support of other Housing Staff and working on own initiative
• Knowledge of computerised systems including Microsoft outlook, word, excel and PowerPoint and high level of keyboard skills
• Experience in a similar role with multi-functional office/customer interface environment and able to prioritise workloads
• Ability to be flexible regarding workloads and varying circumstances, work to targets and record information accurately, clearly and concisely
• Knowledge and understanding of equality and diversity and be adaptable to individuals needs
• Previous experience working with confidential/sensitive information


• Previous experience of a similar role, preferably within a Social Housing environment
• Experience of working in a contact centre
• Ability to collate information and statistics
• Language speaker
• Current UK Driving Licence

For an application pack please visit our website by clicking on the Apply Now button. Please see details to the right of this advert for information.

Closing date for applications: 9am - Tuesday 24th September 2019 Interview Date : Tuesday 1st October 2019

Salary: Starting on £19,834 with annual increments to £20,952 per annum

Hours Per Week: Full Time 37 Hours per week

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