Work with GCHA
We’re looking for people to join us at GCHA . To apply to any of the roles, please use the application links below.
Customer Resolution Officer
Location: 14 London Road, Northfleet, Kent, DA11 9JQ
Contract length: Permanent (office based)
Hours: 35 hours per week (Monday to Friday)
Salary: £25,991.41
We’re looking for an enthusiastic, customer and performance focused individual to join
our Housing and Maintenance Operational team on a permanent basis.
About the role
As a Customer Resolution Officer, you’ll help our maintenance and housing teams organise tenancy management functions and book repairs, and be the lead administrator for Damp and Mould, as well as support GCHA with general administrative work, including:
- Answering the phone, responding to and resolving requests from residents regarding Maintenance, Compliance, ASB, tenancy matters and any other housing/repair functions, including taking rent payments
- Using IT software (CRM) to log repairs, orders or record resident notes, conversations
- Contacting residents by phone and email to book appointments for inspections and repairs
- Following up with contractors on jobs completed, outstanding and update the resident as required, tracking each request, checking notes and photographs to ensure works completed
- Ensuring jobs are reviewed for recommendations
- Ensure Damp and Mould cases are raised, triaged and updated in line with GCHAs Damp and Mould process
- Assist the Damp and Mould lead with management of complex cases whilst updating tracker
- Work with and maintain the integrity of data management systems for damp and mould cases and all other areas you are responsible for.
- Keep residents updated throughout the journey of their repair, concerns raised with the aim to improve communications, core outcomes and satisfaction levels
- Conduct customer satisfaction surveys in all cases of Damp and Mould and key other areas to gauge satisfaction levels and identify areas for improvement
- Direct support to the Housing, Repairs and In House Estate Services Team
- Working collaboratively with other team members and GCHA colleagues to ensure all administrative tasks across the organisation are completed
- To provide a first-class customer experience for the residents and any other customer that contacts GCHA
About you
We’re looking for an organised, self-motivated person who has great customer service experience, an eye for detail, a quick learner, someone who is solution focused and empowered to use their initiative and feels comfortable making decisions. You’ll need to be confident using Microsoft packages and ideally some experience of using CRM systems and writing letters.
As this is an office-based role, you’d either need to live locally to the office, or be comfortable commuting to Gravesend, Northfleet in North Kent.
What you’ll get
You will be joining a small, hardworking and friendly team and organisation. Excellent annual leave entitlement of 30 days. We will support and develop you and your skills during your time with us. We are offering this role at £25,991.41 on a 35-hour working week.
How to apply
If you are interested in this role, then please send a CV and covering letter to GCHA, 14 London Road, Northfleet, Kent DA11 9JQ. Alternatively, please email both to general@gcha.org.uk with the subject line: Customer Resolution Officer.
If you would like to have a formal discussion regarding the role, then please call on 01474 369830 and ask to speak with the Housing and Property Manager, Claire Billis.
CLOSING DATE: 30th April 2025