Hull City Council
Customer Care Officer
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Customer Care Officer
Number of Vacancies
4
Job Type
Full-time, Regular, Permanent
Work Details
- Hours: 37 hours per week
- Role Type: Customer Care Officer
- Division: Investment Services & Customer Care Officer (overlap)
Position Overview
Join Hull City Council as a Customer Care Officer (prioritising both general customer service and housing/special needs repairs). Make a meaningful impact in customer service while working in a structured team. This is a Full-time permanent position (Grade 5) with a progression pathway.
Summary: Dual-Focus Role – Customer Service + Housing Investment
This two-sided opportunity allows you to help customers through traditional care or specialise in housing repairs and maintenance for Hull City Council tenants—particularly those with disabilities, elderly populations, or general tenancy challenges.
About the Role
Core Customer Care Responsibilities
As a Customer Care Officer, you’ll:
- Represent the city council’s core values while delivering exceptional customer service.
- Act as the primary point of contact for residents, answering queries via phone, email, chat, and social media.
- Resolve complaints, manage dissatisfaction effectively, and escalate complex issues.
- Build long-term relationships with customers to foster loyalty and trust.
Housing Investment & Maintenance
In addition, your role extends to repair, refurbishment, and upgrading housing stock, focusing on Decent Homes compliance:
- Support vulnerable customers during works, including liaising with carers, youths, and elderly tenants.
- Work with information from contractors, tenants, and stakeholder groups to ensure inclusive and smooth implementation.
- Monitor resident satisfaction, track progress, and report on outcomes.
- Ensure alignment with regulatory requirements (e.g., H&S, CDM regulations).
Community Engagement
You’ll:
- Attend meetings (public, tenant groups, etc.) and surgeries to uphill advised choices.
- Coordinate between teams to inform residents on latest council services or changes.
What You’ll Be Doing
Primary Responsibilities (Customer Care)
- Lead interactions with customers (phone, email, digital channels). • Respond promptly to customer queries regarding housing services.
- Advocate for customer satisfaction through personalised service.
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Housing Investment Focus
- Safeguarding welfare of children, youths, and/or vulnerable adults (policy compliance).
- Assist vulnerable tenants (e.g., disabilities, limited mobility) preparing build works and post-completion reviews.
- Assess Decent Homes Standard compliance—evaluate complete/classification of council properties.
- Attend contract/site meetings (with Hull City Council contractors), recording outcomes for action.
- In-home support to tenants during repairs, advising on material choices.
- Tackle disputes and customer dissatisfaction with professionalism.
- Site visitation and documentation—maintain accurate records.
- Reinforce Council Core Values in daily communication.
- Organise and attend public meetings/resident surgeries to share updates on housing projects.
- Liaise with:
- Tenant groups, advisory boards, and neighbouring area housing teams.
- Councillors and contractors for coordinated planning.
- Conduct satisfaction surveys to monitor project quality.
- Support CDM obligations (Construction Design & Management).
- Compliance with Council’s Health & Safety policies.
What We’re Looking For
We’re seeking candidates who have a combination of these skills and attitudes:
- Outstanding communication skills (listening, empathy).
- Ability to manage under pressure and problem-solve creatively.
- Calm, patient, and compassionate—particularly for vulnerable customers.
- Strong organisation skills, task prioritisation, and multi-tasking proficiency.
- Thrive in a fast-paced, team-driven environment.
- Strong aptitude (or practical experience) in customer service (ideal but not mandatory).
- Team player with high energy for resolving customer complaints/concerns.
Experience/Preferences
- Familiarity with customer service roles is preferred but not essential—relevant skills matter.
- Experience with stakeholders (partners, councils, contractor teams) beneficial but not required.
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Role Principles: Equality & Inclusivity
Hull City Council is committed to promoting diversity, equity, and inclusion in its workforce, ensuring it mirrors the people it serves. They adopt an expurgated ("name blind") recruitment process, where personal data is blinded until shortlisted.
Compensation & Benefits
Grade & Pay
- Grade: 5 (£26,824 – £29,064 per year—backdated to appointment).
Prospect Package
- Retirement savings through the local government pension scheme (LGPS).
- Generous annual leave: • Min. 23 days + 8 UK bank holidays. • Additional holiday dates.
- Career Development: • Access to wide-ranging training courses and professional growth opportunities. • Forward-thinking culture with numerous promotions tracks.
- Flexible support from powerful staff networks.
Why Work With Hull City Council?
- Make a Difference: Directly influence customer experiences and housing quality in Hull.
- Collaborative: Join a supportive, proactive community of colleagues.
- Development: Pathway to grow professionally at a local council.
How to Apply
Applicants must realistically match key criteria outlined in the job description. Rollout requires thorough applications by the closing date (see advert for deadline).
To apply, applicants demonstrate how skills, experience, and behaviours align with essential requirements—ensure your application is tailored. Hull City Council reserves the right to close early if the right talent is found.
Conditions & Safeguarding Policy
Candidates must sign and subscribe to:
- Health, Safety at Work obligations.
- The council’s policies (accountability, professionalisation).
By demonstrating this uniquely visible two-sided role, you’ll balance a transformative customer care experience while influencing major housing improvements.
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