Customer Services Officer

Keniston aims to meet housing needs, provide good quality, well-managed affordable homes and give the service residents want. Our core values are respect, openness, accountability, honesty and excellence. The post holder must demonstrate exceptional customer service skills, to ensure that we continue to maintain high satisfaction amongst our residents.

This role requires a high level of competency with Microsoft Office Word and a good level of competency with other Microsoft Office Software.

Working in a front line role, the Customer Service team represent Keniston Housing Association to a wide variety of people so must be able to present a professional and friendly image at all times.

The post holder will regularly encounter customers who are vulnerable, may have difficulty communicating, anxious or angry. Excellent customer service skills are therefore essential, with the ability to remain calm, patient and professional at all times. The post holder must be able to demonstrate that they are listening to our residents, understand their needs and respond appropriately.

Undertaking a wide variety of tasks, the post holder must be able to prioritise and plan on a day to day basis to ensure that work is completed in a timely manner. A significant amount of work requires accuracy, so the post holder must be able to pay close attention to detail.

Job Purpose

As part of the Customer Service team providing the first point of contact for Keniston’s customers. Aiming to deal with queries and resolve problems in the first instance and providing administrative support and assistance to other teams.

Key Responsibilities

1. Answer all incoming calls professionally and within agreed standards. Provide back-up phone cover support for other departments when they are in meetings or are short staffed.
2. To promptly and efficiently resolve queries on a wide range of issues, including, but not limited to:

• To give information on rent accounts and providing statements where necessary
• Prepare paperwork for internal transfers, nominations, mutual exchanges and direct applicants
• Deal with initial repair requests, recording details of the repair and advising residents of Keniston’s response, referring for technical advice/ assistance as required
• Taking initial reports of ASB and capturing all necessary information

3. Complete a range of administration tasks as required, including, but not limited to:

• Mail merging, laminating and binding documents as required
• Input information obtained from tenancy audit checks
• Photocopying, collating and scanning duties as required
• Compiling and updating information packs for new residents
• Handle incoming invoices, ensuring accurate logging and authorisation before being passed for payment

Hours of Work

This is a part time role, and the post holder must be available for work on Mondays and Tuesdays 09:00-17.00 (with lunch at 12:30-13:30), and on Wednesdays 09:00-12:30.

Knowledge, Skills, and Experience

Experience in a customer-facing environment, dealing with difficult customers is desirable.

A working knowledge of Microsoft software, particularly Word and Excel.

How to Apply

To apply for this role you need to:

• Complete an application form CSO application form
• Submit a supporting statement (suggested length 500–1,000 words) outlining how your skills and experience fit the role profile
• Submit the completed application form and supporting statement to recruitment@kenistonha.co.uk

If you need adjustments at any stage or prefer an alternative format, please contact us at recruitment@kenistonha.co.uk or call 01689 889 700.

The post holder must demonstrate, and maintain, the right to work in the UK. This role does not require a Disclosure and Barring Service check.

Key Dates

• Advert closes: Monday 23rd March 2026
• Shortlisting: W/C Monday 30th March 2026
• Interviews: Thursday 9th April 2026 (in person at the Keniston office)

We Welcome Everyone

We particularly welcome applications from people whose lived experiences are underrepresented in the housing sector, including:

• Disabled people
• LGBTQIA+ people
• Black, Asian and minority ethnic candidates
• People with caring responsibilities
• People returning to work after a break

Your skills, mindset, and values matter most. Join us in delivering excellent housing services and helping communities thrive.