Customer Care Officer

## Customer Care OfficerApplylocations: HU1time type: Full timeposted on: Posted Yesterdaytime left to apply: End Date: 1 August 2026 (28 days left to apply)job requisition id: JR0000683**Number of Vacancies:**4**Time Type:**Full time**Worker Type:**Regular**Proposed Interview Date:**Tuesday, August 18, 2026**Hours of Work:**37**Hiring Manager:**Tracy Pocklington**Contact Number:**01482 616153**Job Description Summary:**This is a Full Time Permanent Position x 4 Join Our Team as a Customer Care Officer Make a real difference to customers’ lives every single day Are you passionate about delivering exceptional customer experiences? Do you thrive on solving problems, building relationships, and making things happen? If so, we want to hear from you. We’re looking for a Customer Care Officer to join our team and play a vital role in ensuring our customers feel heard, valued, and supported at every stage of their journey. About the Role As a Customer Care Officer, you’ll be at the heart of our customer experience — acting as the key point of contact for customers, supporting them through enquiries, resolving issues, and ensuring a seamless service from start to finish. You’ll work closely with colleagues across the organisation to provide timely updates, coordinate solutions, and deliver a consistently high standard of service. Your work will directly contribute to customer satisfaction and trust in our services. What You’ll Be Doing • Be the main point of contact for customers, guiding them through services or works • Respond to enquiries via phone, email, and digital channels promptly and professionally • Ensuring Residents feel listened to and supported What We’re Looking For We’re looking for someone who is: • A natural communicator with excellent listening and interpersonal skills • Calm under pressure with strong problem-solving ability • Empathetic, patient, and genuinely passionate about helping people • Organised and able to manage multiple tasks effectively • A team player who thrives in a fast-paced environment • Comfortable using systems and maintaining accurate records • Experienced in customer service or a similar role (preferred but not essential) Why Join Us? • Be part of a team that truly puts customers first • Make a meaningful impact on people’s everyday lives • Opportunities to grow, develop, and build your career • Supportive and collaborative working environment • Competitive salary and benefits package The Difference You’ll Make In this role, you won’t just answer queries—you’ll build trust, solve real problems, and improve customer experiences. Every conversation you have will shape how customers feel about our service. Apply Now Ready to bring your passion for customer care to a role where you can really make a difference? Apply today and start your journey with us.” ROLE AND PURPOSE As a member of Investment Services, to contribute fully to the overall direction of the team in achieving its policies, strategies and operational targets. To be responsible for engaging with tenants and residents on the repair, maintenance and investment of the Council housing and other building assets managed by Housing Services. Often acting as the Investment team’s representative.**PRINCIPAL ACCOUNTABILITIES:** 1. To promote and safeguard the welfare of children, young people and/or vulnerable adults. 2. Work with tenants who find it difficult to cope with major work. This particularly includes making arrangements for customers with special needs, disabled and elderly tenants and includes liaison with relatives, care workers, other agencies and the partner’s Tenant Liaison officers. 3. Assist with the assessment of Decent Homes compliance for properties and the monitoring of progress in addressing whether properties meet the Decent Homes Standard. 4. Attend contract and site meetings with Hull City Council staff, contractor partners and tenants to contribute to the effective delivery of the programme. Reporting back on any actions/outcomes. 5. Work with customers in their homes and at choice events to advise on choices of materials, components and finishes. 6. Deal with customer dissatisfaction effectively and find solutions to problems and disputes that may arise during the works. 7. Regularly visit tenants during the works, responding promptly to any queries and keeping appropriate records for future reference. 8. Assist in communicating Hull City Council Core Values to customers, partners and other agencies, actively sharing information and taking part in communication processes. 9. Attend public meetings, tenant and resident group meetings and hold surgeries to provide advice to customers and stakeholders. 10. Liaise with tenants and residents groups, board members, area housing teams and councillors to keep them informed of programmes and progress of work. 11. Undertake customer satisfaction surveys to monitor performance and contribute to other improvement programme evaluation mechanisms. 12. Support partner contractors and area teams in identifying special needs of tenants prior to commencement and during improvement works, which will contribute to CDM (construction design management) obligations. 13. The Health and Safety at Work etc. Act 1974 and associated legislation places responsibilities for health and safety on Hull City Council, as your employer and you as an employee of the council. In addition to the Councils overall duties, the post holder has personal responsibility for their own health, safety and wellbeing and that of other employees; additional and more specific responsibilities are identified in the Council’s Corporate H&S policy. NC616.Customer Care Officer.docx**Compensation Grades:**GRADES 5.**Pay Ranges:**£26,824.00 – £29,064.00**Job Classifications:**3- Not Politically Restricted – Designated As Not Politically Sensitive (Politically Restricted Posts), Essential 3B – (Travel Allowance Policy), No – (Childcare Disqualification Requirement), No – (Statutory Post)**Benefits of Working of Hull City Council:** – A competitive salary – An excellent pension through the Local Government Pension Scheme (LGPS) – Initially 23 days annual leave depending on length of service. You will also get eight public holidays per year, and three additional days off, one in May/August and one during the Christmas/New year period – Career development and learning experiences from a range of training courses and learning methods – Supportive and forward-thinking culture – Great career development opportunitiesPlease ensure that you complete and submit your application by midnight prior to the closing date. Please ensure that your application demonstrates how you meet the essential criteria against the person specification as listed in the job description.We are committed to increasing the diversity, equality, and inclusion within our workforce to represent the people we serve and build an environment in which everyone can feel like they belong. We encourage people from all backgrounds to apply.We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made. Equality monitoring information is not accessible by recruiting managers at any stage.We reserve the right to amend the dates associated with this advert, which may include closing the advert early where required.The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.#J-18808-Ljbffr…