**Salary:** £31,537 to £34,434 (Pro\-Rata) **Working Arrangements:** Part Time **Hours of Work:** 18\.5 Hours **Status of Employment:** Permanent. *Opportunity to Job Share.* This post closes at 11\.59 pm on the date specified. At Berneslai Homes, we strive to be an ambitious, forward\-thinking social housing provider and employer. Working for us offers you a chance to play a real part in improving homes and communities throughout Barnsley. Managing around 18,000 homes on behalf of Barnsley Council, our ‘3 Cs’ values are at the heart of all we do here – we promise to always put the ***Customer first***, have a ***Can do*** attitude to make change happen, and stay ***Curious*** to make sure we get things right. We’re proud to announce that we are the first local authority to achieve the highest C1 grading from the Regulator of Social Housing following our recent inspection. This outcome means that we meet consumer standards as a landlord, identify when issues occur, and implement plans to prevent recurrence—demonstrating our commitment to providing high\-quality homes and prioritising tenant safety, needs, and well\-being. **The Customer Services Officer role:** We have an exciting opportunity for a Customer Services Officer to join us! As part of our Customer service, you’ll be part of our fantastic team who deliver a front\-line service identifying and resolving customer comments, enquiries, and complaints with differing degrees of complexity across the whole service. Are you able to work effectively as part of a team and have a positive attitude towards change? If so, you could be exactly who we’re looking for! **Key duties and responsibilities of our Customer Services Officer:** * Answering the Customer Services phone line and monitor our mailbox, e\-Forms and social media sites in line with our ‘Your Comments Count’ policy. * Dealing with a diverse range of routine and complex queries, comments and suggestions made by customers through various channels. * To undertake thorough and independent investigation of Stage 2 and other sensitive, diverse, or complex complaints and assist in Housing Ombudsman Investigations under Berneslai Homes complaints procedure. This includes giving independent advice, challenge and assistance to other service managers or directors. * To prepare reports, make recommendations including compensation payments, produce clear responses, identify learning, and put remedies in place on the outcome of investigations for discussion and approval, contributing to meetings to discuss the outcome of investigations. * To support the delivery of an easily accessible complaint service ensuring online and offline customer information relating to the service area is up to date and clear and drives a culture where customers feel confident in raising concerns. * To develop, maintain and share knowledge of the Housing Ombudsman Service and Complaint Handling Code. * Gather customer insight and feedback to use to learn and drive service improvements. *Please refer to the full Job Description and Employee Specification upon completing your application.* **What we’re looking for in our Customer Services Officer:** * Educated to at least Level 4 in a relevant subject and / or extensive and relevant experience. * Ability to demonstrate a positive, flexible approach to team working, be self\-motivated and responsive to change. * Experience of working in a social housing environment and/or competent knowledge or the ability to interpret and apply a wide range of policy across the company and law to ensure effective complaint investigation, service delivery and improvement. * Experience of working in a high\-pressured customer focused setting, solving complex and sensitive problems, dealing with customers displaying a range of emotions, with knowledge of partnership working practices and principles. * Ability to communicate complex or sensitive issues both verbally and in writing, including preparing and presenting information concisely and clearly, adapt communication for a range of audiences (Customers, internally and to partners). **What you might be asking is, why work for us?** We are proud to put our people first! By joining Berneslai Homes, you will have access to a wide range of employee benefits including: * Agile Working Packages * Excellent Pension Scheme * Discounted Gym Membership * Health \& Wellbeing Checks * Fantastic Training and Development Opportunities **Key Dates** Shortlisting is due to take place on week commencing Tuesday 2 December and interview dates are due to take place week commencing 8 December. Please note these dates are subject to change. **Further Information** For an informal discussion about this role, please contact Joanne Cooke, Senior Customer Services Officer by emailing Joannecooke@berneslaihomes.co.uk * We conduct spot checks for AI use in applications to ensure a fair and transparent recruitment process. If AI use is suspected, we may contact you to discuss it, which may result in your application being withdrawn. * This post requires a Basic Criminal Record Check. * CVs will not be accepted. Berneslai Homes values diversity in its workforce and encourages applications from all sectors of the community.