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Customer Resolution Officer

Barnet Homes - Part of The Barnet Group
Barnet (City/Town), London (Greater)
Closing date
1 Oct 2021

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Community and Customer Services, Homelessness
Full Time
Organisation Type
Council owned company
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Job Details

Job Title:  Customer Resolution Officer (Enquiries)
Location:  Customer Experience (Operations), Colindale
Salary:      £25,000
Hours:      37.5 per week
Term:        Permanent

Over the past year we have changed the way we provide services so that it is easier for our housing customers to get what they need from us, including through equipping our Customer Contact team to assist with a wider range of enquiries at first contact. To further improve customer experience, including through improved management of escalated enquiries and issues, we are creating a Customer Resolution team.

The Customer Resolution team will have two Customer Resolution Officers who lead on responding to customer enquiries received by email or through our websites. They will also lead on leaseholder pre-assignment enquiries and proactively helping customers who have escalated enquiries and issues. The key purpose of these roles is to provide an excellent service to customers by resolving their requests in a way that is responsive and good quality, minimising issues. The Customer Resolution Officers will also play a key role in expanding the range of enquiries that the Customer Resolution Team assists with and once introduced, they will assist customers across new communication channels such as web chat and social media.

We are looking for people who:

  • have excellent customer service skills with the ability to assist customers with a range of enquiries across different channels including email, always communicating in a way that is clear, helpful and effective
  • want to continually improve customer experience including through helping customers with as much as possible, and are enthusiastic about learning new processes and areas
  • are proactive and effective problem-solvers – working collaboratively with others to address issues for customers and always keeping customers updated about progress

Closing date:       1 October 2021

Interview date:    TBC


You will receive a Flexible benefit allowance of 5% of your base salary. Flexible benefits are hosted by AON and will allow you to choose from a variety of benefits.


The Barnet Group

The Barnet Group is a local authority trading company created in February 2012. We are owned by Barnet Council.

What the Barnet Group offers

We are the parent company to:

  • Barnet Homes – this manages the borough’s 15,000 council homes on behalf of Barnet Council. It also works to prevent homelessness and allocates homes to social housing applicants.
  • Your Choice Barnet – an adult social care company that provides services to adults with learning and physical disabilities.

We combine a public sector ethos with a private sector commercial focus.

We also offer services to the wider community. These include an Assist emergency alarm service and a let2barnet lettings service for private landlords.

Barnet Homes

As one of the first local authority trading companies to be created, The Barnet Group (TBG) has blazed a trail in terms of growth and innovation in the housing sector and beyond, and we are ambitious for more. We have grown from 250 employees to over 400 and now manage over 15,000 properties, in addition to delivering the Council’s homelessness service and housing options. We also have Your Choice Barnet (providing specialist care and support to adults with a range of mental and physical disabilities) and have a turnover of around £70 million. We have recently begun a 500-home development programme with some of these homes to be delivered by creating a Registered Provider within the Group.

TBG is proud to be one of the Top 20 UK social housing landlords and an enjoyable place to work. We have a stretching but supportive culture and an excellent relationship with both the Council and the Board. The future of TBG is secure, with a new ten year management agreement for Barnet Homes commencing in April 2016 and a new five year agreement for Your Choice Barnet commencing in February 2017.

We are a fast growing and dynamic organisation and are looking for an ambitious and innovative candidate who has the ability to work at a senior level within a complex organisation.

Find Us
0208 359 2798
The Barnet Group
2 Bristol Avenue
United Kingdom
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