DO NOT APPLY _ THIS IS A TEST ROLE

This 12 month FTC role leads a proactive, resident-focused repairs service, crucial to delivering exceptional housing management and customer service. It serves as the primary contact for residents, contractors, and stakeholders regarding repairs and a range of housing issues such as tenancy, rent, antisocial behaviour, pest control and parking. The Housing Response Officer manages end-to-end repair processes, including using systems and tools to do ensure accurate diagnosis, raising job orders, booking appointments, follow-ups, and handling complex escalations, ensuring all queries are recorded, resolved, and communicated effectively to prevent formal complaints.

Working Style:

Our working hours are from 8:00 AM to 6:00 PM. We offer a hybrid working arrangement once training is successfully completed and employees demonstrate they can work independently. This typically includes 3 days in the office and 2 days working from home. However, depending on business needs, staff may be required to come into the office more frequently.

What You’ll Be Doing:

This role serves as the primary contact for residents, colleagues, contractors, and suppliers, ensuring repair requests are accurately logged and managed to meet service targets. The Housing Response Officer diagnoses repair issues using Keyfax software alongside their own expertise and coordinates daily repair activities, including scheduling, handling escalations, and managing complaints. They also address a range of housing management queries such as tenancy, rent, and antisocial behaviour, maintaining detailed records of all interactions. Additionally, the role involves monitoring repair statuses to prevent duplication or repeat visits and responding professionally to residents’ queries, complaints, and compliments. Effective use of CRM, One Housing, Service Connect, and other relevant software is essential to support service delivery.

For further details, please review the Job Description and Person Specification

What You’ll Bring:

As a Housing Response Officer within the Housing Response Team will bring strong communication and customer service skills, enabling effective engagement with diverse residents and stakeholders. They will demonstrate excellent problem-solving abilities to accurately diagnose repair issues and efficiently manage complex housing queries. Confidence in using various housing management systems and diagnostic software is essential to ensure timely logging, tracking, and resolution of repairs and service requests. Additionally, they will exhibit resilience and professionalism when handling escalations, complaints, and sensitive situations, while maintaining detailed records and delivering a resident-focused service that upholds RBKC’s commitment to outstanding customer service.

Interview Details:

Interviews will be held on the week commencing 25th August and these will be held in person.

About Us:

This role is essential as the first point of contact for residents, colleagues, contractors, and suppliers, ensuring repairs and housing queries are handled promptly and accurately. The Housing Response Officer diagnoses issues, coordinates repair activities, and manages escalations and complaints, directly impacting resident satisfaction and service quality. They also address a range of housing management concerns while maintaining clear records. Proficiency in key systems supports efficient tracking and resolution, helping to deliver a reliable, resident-focused service that upholds RBKC’s commitment to excellent customer care and collaborative working.