This Vacancy has closed.
Housing Response Officer
  • Employer: Royal Borough of Kensington and Chelsea
  • Reference: RBKC/22/220421
  • Published: Wed 23/11/2022, 14:42 PM
  • Closing on: Tue 13/12/2022, 23:59 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £29,364 - £33,510 per annum
  • DBS Check: No
  • Location: Royal Borough of Kensington and Chelsea, Town Hall, Hornton Street, Kensington & Chelsea

Vacancy Location

More Information

Housing Response Officer

About Us:

Help residents make the most of every day

In Kensington and Chelsea, we put local people at the heart of decision-making. We work in partnership with them to provide quality services that are responsive, effective, and efficient. Following the Grenfell tragedy, we have brought our social housing back under our direct control and continue to develop our services and teams – introducing innovative, resident -led solutions that ensure they can enjoy life and their homes. 

The Role:

If you are proactive and passionate about customer service and making customers smile, you’ll thrive handling emails and calls from our residents and other internal and external stakeholders, as a Housing Response Officer. Queries will vary from housing management, maintenance issues, tenancy, leasehold, rent, service charges, parking questions and more. 

As well as help from the rest of the friendly team, there are scripts to help you find the right answers. Plus, with our new induction and training packages, you’ll quickly become an authority on what we do.

You’ll also rotate across different tasks – including but not limited to running reports, managing contractors’ diaries, planning and staffing our reception. So, expect to get a complete picture of the service we provide, and the kind of experience that’ll help you make the most of all the opportunities within our Council.

Please refer to Job Description for more information

About You:

Ideally, you’ll have worked in a call centre before. However, so long as you have excellent written and verbal communication skills and have worked directly with customers in any busy customer focused environment – it’s your empathy to understand what customers want and being organised and passionate with flair and motivation to solve their queries, that is key to this role. 

To settle in quickly, you’ll ideally have prior experience of, or be a quick learner with the confidence to learn about and understand, construction drawings and specifications in order to raise jobs correctly.

We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

Application Process:

Interview date: Week commencing 19th December 2022

Please do not upload any documents, including CVs/Covering Letters or supporting statements, as these documents will not be reviewed and could result in your application not being shortlisted.

You should describe how you meet the person specification requirements for the position you are applying for in Section G of the application form.

Additional Information:

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We do not accept speculative CVs from any source.

Please note, we will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.