JOB TITLE: Customer Service Officer (Housing)LOCATION: Wandsworth, SW18 1HR (Fully office based), also attend Twickenham Office, TW1 3BZ when requiredWorking arrangements: Hybrid working available after training.PAY RATE: 19 PAYE / 24.57 UmbrellaSTART DATE: Jan 2026DURATION/Hours: 3-month contract/ 36 hours a week (Mon-Fri, 9-5) Role purpose:Dealing with housing calls for Wandsworth initially and then to include Richmond housing calls. Duties and Responsibilities:Handling customer enquiries received by all customer access channels including telephone, face to face, letter, email, website, SMS or other correspondence within agreed enquiry handle time and productivity target times and to agreed customer service and Council standards.To resolve enquires where possible at first point of contact following the agreed trained process to actively encourage customers to use the most efficient method to gain access to and information about council services.To maintain accurate records and information relating to the provision of customer servicesTo complete any administrative tasks relating to Customer services, including to despatch leaflets, application forms, complete online requests, written correspondence, and emails in response to customer enquiries.Ability to use relevant systems to monitor as necessary to monitor queues/waiting times. Ensuring any potential wait times above service delivery standards are immediately brought to the attention of the appropriate senior Customer