Location
London

Hours
Full Time

Salary
£37,922 per annum

About the Role
As a not-for-profit housing organisation providing more affordable homes for Londoners, Notting Hill Genesis is on a mission to work better together for residents and make London home for all, regardless of personal circumstances. We are seeking experienced customer service professionals to join our refreshed operations team, designed to deliver what matters most to our residents.

As a Housing Officer, you will play a vital role in enhancing residents' experience by fostering a strong local presence and being proactive and readily available. You will be a primary point of contact for residents, managing day-to-day inquiries and collaborating with building managers and specialist teams such as the repairs hub and customer experience team to address communal and estate-wide matters.

You will have autonomy to plan your week, including site inspections, contractor meetings, and annual resident check-ins to resolve issues promptly. This reactive role requires adaptability to manage daily tasks alongside urgent matters like emergency repairs, ensuring residents feel their concerns are prioritized.

Supporting vulnerable residents through safeguarding situations involving addiction, mental health, or abuse is a key responsibility. You will spend at least two days a week in the community visiting properties and the remainder of the time in the office collaborating with colleagues to deliver excellent services.

This role requires flexibility, resilience, and the ability to switch between tasks as priorities change throughout the day. Pending legislative changes, there may be an expectation to study towards a professional qualification to demonstrate competence.

Experience
- Previous customer service experience including developing customer relationships
- Problem-solving skills
- Ability to manage workload and prioritise effectively, switching between tasks as needed
- Excellent communication skills
- Strong organisational skills
- Proficient in Microsoft Word and Excel

About you
You are tenacious, resilient, and genuinely customer-focused with a passion for delivering great service. You communicate effectively with diverse audiences and embrace the organisation’s vision and values. Flexibility and adaptability are essential to thrive in this busy role.

Qualifications
Previous housing experience is desirable but not essential. Pending confirmation of legislative changes, you may be required to obtain a professional qualification to demonstrate competence.