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Customer Service Officer

Barnet Homes - Part of The Barnet Group
Colindale, London (Greater)
Circa £26,058 per annum
Closing date
30 Jun 2022

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

Job Title: Customer Service Officer

Location: Colindale office

Salary: Circa £26,058
Term: Permanent

The Barnet Group is currently seeking to recruit a Customer Service Officer who will be responsible for providing high quality practical and effective advice to customers that may be homeless or threatened with homelessness in a front facing role. 

The Housing Options Service at Barnet Homes is at the frontline of homelessness in Barnet, providing housing and homelessness advice. A key function of the Customer Service Officer role is to assist the Housing Options Service in delivering its key objectives by providing high quality homelessness prevention advice.  You will also support households to make choices that helps them to prevent their homelessness or find alternative suitable accommodation.

The post holder will need to provide a high standard of customer services and utilise strong communication skills with customers over the telephone and in written communication.

We are looking for someone who has the following skills and attributes:

  • An awareness of social housing and relevant government agendas
  • Experience of working in a customer focused environment
  • A high standard of verbal and written literacy and numeracy
  • Excellent oral and written communication skills and the ability to effectively engage with a diverse range of audiences, including managers, landlords, solicitors, and vulnerable customers, in a courteous and professional manner and at times in stressful situations
  • Ability to liaise effectively with other agencies and voluntary groups
  • Ability to resolve difficult and confrontational situations
  • Ability to capture and maintain highly accurate information ensuring it is completed in a timely manner within target timescales and to maintain accurate information on databases
  • Ability to prioritise well within a challenging workload, particularly to ensure the most urgent matters are dealt with appropriately
  • Ability to work highly effectively and flexibly as part of a team and to support colleagues, including managers, within a team
  • Ability to ensure that cases are handed over seamlessly to colleagues
  • Ability to operate effectively in a changing environment, to develop and acquire new skills and knowledge
  • The ability to apply learning in the workplace to support continuous improvement of business systems for the benefit of customers
  • Ability to draw logical conclusions from personal observations and interviews with customers
  • An understanding of what constitutes excellent customer care, how it can be measured and improved and a commitment to delivering it.

Currently the Housing Options Service is located at 3 Bristol Avenue, London, NW9 4EW

Closing date: 23:59 on 30th June 2022



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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