Customer Services Officer - DOI-024704

Job Purpose: Provide excellent customer service and administrative support for the Department of Infrastructure’s Housing Services, helping customers access housing schemes, tenancy services and financial assistance while ensuring applications and enquiries are handled accurately and efficiently.  

Duties  
- Respond promptly to customer enquiries by telephone, email, letter and in person.
- Provide advice and information on housing services and schemes.
- Process applications and assess eligibility against relevant criteria.
- Handle sensitive financial and personal information confidentially.
- Chase outstanding documentation and keep customers informed of progress.
- Process payments, invoices and financial records, including handling cash, cheques and card payments.
- Maintain accurate records using specialist housing systems and Microsoft Office.
- Assist with issuing rent statements and loan statements.
- Support rent arrears and overdue payment recovery through calls and correspondence.
- Contribute to the development and improvement of procedures and working practices.
- Assist with investigations into tenancy or scheme-related issues when required.
- Produce statistics, reports and other administrative information.
- Carry out other duties appropriate to the role as required.

Essential Skills
- Experience working with the public or in a customer service environment.
- Experience dealing with customers in challenging or sensitive situations.
- Good IT skills, including Microsoft Word, Excel, Outlook and databases.
- Excellent verbal and written communication skills.
- Understanding of GDPR and the importance of handling confidential information appropriately.
- Strong organisational and planning skills.
- High level of accuracy and attention to detail.
- Ability to verify documents and assess information carefully.
- Ability to manage multiple tasks and prioritise workload.
- Confident, courteous and professional manner.
- Ability to work effectively as part of a team.
- Reliable, flexible and self-motivated approach.
- Ability to build positive relationships with a wide range of customers.

Desirable Skills
- Five GCSEs (or equivalent), including Maths and English.
- Experience processing payments, invoices or financial records.
- Experience assessing applications against eligibility criteria.
- Experience developing or updating procedures.
- Experience in a housing or property-related role.
- Experience administering grant or loan schemes.
- Full valid driving licence.
- Isle of Man Worker status.

A more detailed job description can be viewed by clicking here.

Please send your CV and covering email using the APPLY NOW button below.

Salary & benefits

£28,426 - £34,289

Hours

Full Time - 37 Hours