Customer Service Officer (Weekend - Day Shifts)

About the role: This role plays a key part in delivering a high-quality, front-facing customer service to residents, visitors, and partners during daytime operational hours. As the first point of contact, the postholder will provide a professional, welcoming, and efficient service at reception, responding to queries, supporting residents, and coordinating with internal teams to ensure a smooth and positive customer experience. The role is primarily weekend-based (Saturday and Sunday), with flexibility required to cover weekday shifts during periods of annual leave, sickness, or increased operational demand. WORKING PATTERN Primary working days: Saturday and Sunday Shift times: 8:00am 8:00pm Flexibility required to cover weekday shifts where needed Occasional attendance at training or meetings during weekdays RESPONSIBILITIES and ACCOUNTABILITIES Provide a professional, friendly, and welcoming reception service at all times Act as the first point of contact for residents, visitors, and stakeholders Manage a high volume of face-to-face, phone, and email enquiries Ensure all visitors are appropriately greeted, managed, and directed Respond to resident queries promptly and effectively Escalate complex issues to the relevant teams (housing, support, maintenance) Maintain regular communication with internal departments to resolve issues efficiently Promote a positive, inclusive, and supportive environment for residents Support the day-to-day running of the building and ..... full job details .....