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 & 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 front-of-house services Manage post and parcel distribution accurately and securely Maintain booking systems, logs, and records as required Assist with coordinating appointments and service access Ensure communal areas are clean, safe, and welcoming throughout the shift Monitor activity within the building and report any concerns appropriately Follow all health and safety procedures, including incident reporting Support emergency procedures in line with organisational policy Accurately record interactions, incidents, and tasks using internal systems Maintain shift handover notes to ensure continuity of service Follow organisational processes and procedures consistently Work collaboratively with colleagues across departments Provide cover for colleagues during absences and busy periods Attend team meetings and training sessions as required PERSON SPECIFICATION Experience Experience in a customer service, front-of-house, or concierge role Experience working in a fast-paced, customer-facing environment Experience handling enquiries and resolving issues Skills & Knowledge Excellent communication and interpersonal skills Strong customer service focus with a professional and approachable manner Good IT skills (e.g. Microsoft Office, email, databases) Ability to prioritise tasks and manage time effectively Understanding of confidentiality and professional boundaries Abilities Ability to remain calm and professional under pressure Ability to problem-solve and respond to a range of situations Ability to build positive relationships with a diverse range of people Personal Qualities Friendly, approachable, and reliable Proactive and organised Patient, empathetic, and respectful Honest and dependable Desirable Experience in supported housing, residential settings, or community services Knowledge of safeguarding and resident welfare practices