Housing services are changing and we need you to play a ‘front of house’ role and ensure that we deliver the very best to our residents when they contact us. Providing a responsive and customer-focused reception and telephone service, you’ll help people with a vast range of housing and council related issues. You will also be required to thoroughly investigate initial complaints and enquiries and to complete home visits. Of course, from time to time you’re going to come into contact with people who are angry and upset. So a calm personality and excellent communication skills are vital here, with a combination of patience, tact and assertiveness. You should also be able to take responsibility and ownership of issues, seeing them through to a successful outcome. While a knowledge of Council services would be ideal, proven experience of dealing with a wide range of customers both face-to-face and over the phone is more important, plus good IT skills.