Connect2Hackney
Customer Service & Dispute Officer Location: Hackney E8 Service: Homeownership Services Hybrid Start: ASAP Length: 3 Months + Pay: 21.53 Per Hour PAYE/ 29.01 Per Hour Umbrella Working Pattern: Full-time (including occasional evening/weekend work) About the Role Are you a proactive customer service professional with a knack for resolving complex disputes and a strong understanding of leasehold management? The London Borough of Hackney is seeking a Leasehold Customer Service & Dispute Officer to join our dynamic Homeownership Services team. In this pivotal role, you will be the front-line champion for leaseholders, shared owners, and freeholders across the borough. You will deliver high-quality, sensitive, and effective resolution to enquiries, formal complaints, and service charge disputes, ensuring our residents receive outstanding support while protecting the Council's interests. Key Responsibilities Dispute Resolution & Enquiry Management: Lead on investigating and resolving a broad range of enquiries, formal complaints, and disputes regarding service charges (estimates, actuals, major works), ground rents, shared ownership, and reserve funds. Legal & Court Representation: Represent the London Borough of Hackney at County Courts and Tribunals regarding disputes, challenges, and lease breaches. Consents & Statutory Processes: Process and manage leaseholder applications for alterations, sub-letting, pet consents, and running home businesses, liaising with surveyors, planning, building control, and legal teams. Resident Engagement & Events: Organize and participate in resident events, focus groups, surgeries, and meetings (including Neighbourhood/Estate Committees) to boost homeowner satisfaction and improve engagement. Safeguarding & Support: Identify vulnerable residents, make multi-agency referrals, and arrange appropriate support while ensuring safeguarding protocols are followed. Financial & Administrative Accuracy: Interpret lease terms, update property/account databases, process financial adjustments (write-offs, refunds, account reconciliations), and ensure compliance with safety standards (e.g., Gas and Electrical Safety enforcement). What We Are Looking For Qualifications, Knowledge & Experience Strong working knowledge of Right to Buy (RTB), housing, service charge legislation, and legal dispute resolution processes. Proven track record of successfully resolving customer disputes and complex cases within a public-facing environment. Experience monitoring and achieving key operational targets while working under tight deadlines. Essential Skills & Abilities Customer Service & Communication: Excellent oral and written communication skills with the ability to negotiate, de-escalate, and resolve customer grievances empathetically and efficiently. Analytical & Financial Numeracy: Strong numerical ability to accurately calculate balances, prepare financial statements, and review repayment agreements. IT & Technical Proficiency: Highly proficient in Microsoft Office and Google Workspace tools (especially Excel, Access, Google Sheets, and Google Forms). Organization & Detail: Exceptional attention to detail, strong organization skills for diary/events management, and the ability to maintain accurate digital and manual records. Self-Motivated & Adaptable: Capable of prioritizing your own workload, working independently, and collaborating positively within a team environment. Council Values & Requirements A demonstrated commitment to equality, diversity, inclusion, and continuous organizational learning. Willingness and ability to work flexible hours, including occasional evenings and weekends to attend meetings or resident events. Why Join Hackney? At the London Borough of Hackney, we are committed to building a fairer, greener borough. We offer a supportive culture focused on learning, empowerment, and continuous improvement, where your work directly impacts the daily lives of local residents. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
Customer Service & Dispute Officer Location: Hackney E8 Service: Homeownership Services Hybrid Start: ASAP Length: 3 Months + Pay: 21.53 Per Hour PAYE/ 29.01 Per Hour Umbrella Working Pattern: Full-time (including occasional evening/weekend work) About the Role Are you a proactive customer service professional with a knack for resolving complex disputes and a strong understanding of leasehold management? The London Borough of Hackney is seeking a Leasehold Customer Service & Dispute Officer to join our dynamic Homeownership Services team. In this pivotal role, you will be the front-line champion for leaseholders, shared owners, and freeholders across the borough. You will deliver high-quality, sensitive, and effective resolution to enquiries, formal complaints, and service charge disputes, ensuring our residents receive outstanding support while protecting the Council's interests. Key Responsibilities Dispute Resolution & Enquiry Management: Lead on investigating and resolving a broad range of enquiries, formal complaints, and disputes regarding service charges (estimates, actuals, major works), ground rents, shared ownership, and reserve funds. Legal & Court Representation: Represent the London Borough of Hackney at County Courts and Tribunals regarding disputes, challenges, and lease breaches. Consents & Statutory Processes: Process and manage leaseholder applications for alterations, sub-letting, pet consents, and running home businesses, liaising with surveyors, planning, building control, and legal teams. Resident Engagement & Events: Organize and participate in resident events, focus groups, surgeries, and meetings (including Neighbourhood/Estate Committees) to boost homeowner satisfaction and improve engagement. Safeguarding & Support: Identify vulnerable residents, make multi-agency referrals, and arrange appropriate support while ensuring safeguarding protocols are followed. Financial & Administrative Accuracy: Interpret lease terms, update property/account databases, process financial adjustments (write-offs, refunds, account reconciliations), and ensure compliance with safety standards (e.g., Gas and Electrical Safety enforcement). What We Are Looking For Qualifications, Knowledge & Experience Strong working knowledge of Right to Buy (RTB), housing, service charge legislation, and legal dispute resolution processes. Proven track record of successfully resolving customer disputes and complex cases within a public-facing environment. Experience monitoring and achieving key operational targets while working under tight deadlines. Essential Skills & Abilities Customer Service & Communication: Excellent oral and written communication skills with the ability to negotiate, de-escalate, and resolve customer grievances empathetically and efficiently. Analytical & Financial Numeracy: Strong numerical ability to accurately calculate balances, prepare financial statements, and review repayment agreements. IT & Technical Proficiency: Highly proficient in Microsoft Office and Google Workspace tools (especially Excel, Access, Google Sheets, and Google Forms). Organization & Detail: Exceptional attention to detail, strong organization skills for diary/events management, and the ability to maintain accurate digital and manual records. Self-Motivated & Adaptable: Capable of prioritizing your own workload, working independently, and collaborating positively within a team environment. Council Values & Requirements A demonstrated commitment to equality, diversity, inclusion, and continuous organizational learning. Willingness and ability to work flexible hours, including occasional evenings and weekends to attend meetings or resident events. Why Join Hackney? At the London Borough of Hackney, we are committed to building a fairer, greener borough. We offer a supportive culture focused on learning, empowerment, and continuous improvement, where your work directly impacts the daily lives of local residents. Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.
Daniel Owen Ltd
Lewisham, London
Location: Lewisham, London Employment Type: Permanent Hours: Full-time, 5 days per week Salary: 32,000 per annum Car Allowance: 4,500 per annum Driving Licence: Full UK Driving Licence required About the Role We are looking for an experienced and motivated Resident Liaison Officer (RLO) to join our team on a permanent basis, covering projects across Lewisham . As a Resident Liaison Officer, you will be the key point of contact between residents, the client, contractors, and site teams. You will play an important role in ensuring residents are kept informed, supported, and treated with professionalism throughout the delivery of works. This is a customer-focused role requiring someone who is confident communicating with a wide range of residents, able to resolve issues effectively, and comfortable working across multiple sites. Key Responsibilities Act as the main point of contact for residents throughout the works. Build and maintain positive relationships with residents, tenants, leaseholders, clients, and site teams. Provide residents with clear and timely information regarding planned and ongoing works. Carry out resident visits, introductions, consultations, and welfare checks where required. Manage resident queries, concerns, and complaints professionally and efficiently. Liaise closely with site managers and operational teams to resolve resident issues. Arrange and manage access to properties, helping to minimise delays and aborted appointments. Identify vulnerable residents and ensure appropriate support and communication are provided. Keep accurate records of resident communications, appointments, complaints, access arrangements, and feedback. Assist with resident meetings, newsletters, letters, surveys, and other engagement activities. Ensure residents are informed of changes to programmes, works, or access arrangements. Monitor resident satisfaction and obtain feedback throughout the project. Escalate issues appropriately and ensure complaints are dealt with in line with company and client procedures. Work collaboratively with clients, subcontractors, housing teams, site management, and other stakeholders. Promote a positive customer experience and maintain high standards of professionalism at all times. About You We are looking for someone who is: Experienced in a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer , or similar customer-facing position. Ideally experienced within construction, social housing, refurbishment, planned maintenance, or property services . Confident communicating with residents from a wide range of backgrounds. Professional, approachable, and empathetic. Organised and able to manage multiple priorities. Proactive and able to resolve problems effectively. Confident dealing with complaints and potentially challenging situations. Comfortable working independently while also being part of a wider project team. IT literate and able to maintain accurate records. In possession of a full UK driving licence and able to travel across Lewisham and surrounding areas. Package 32,000 basic salary 4,500 annual car allowance Permanent contract 5 days per week Work covering Lewisham and surrounding areas Full UK driving licence required
Location: Lewisham, London Employment Type: Permanent Hours: Full-time, 5 days per week Salary: 32,000 per annum Car Allowance: 4,500 per annum Driving Licence: Full UK Driving Licence required About the Role We are looking for an experienced and motivated Resident Liaison Officer (RLO) to join our team on a permanent basis, covering projects across Lewisham . As a Resident Liaison Officer, you will be the key point of contact between residents, the client, contractors, and site teams. You will play an important role in ensuring residents are kept informed, supported, and treated with professionalism throughout the delivery of works. This is a customer-focused role requiring someone who is confident communicating with a wide range of residents, able to resolve issues effectively, and comfortable working across multiple sites. Key Responsibilities Act as the main point of contact for residents throughout the works. Build and maintain positive relationships with residents, tenants, leaseholders, clients, and site teams. Provide residents with clear and timely information regarding planned and ongoing works. Carry out resident visits, introductions, consultations, and welfare checks where required. Manage resident queries, concerns, and complaints professionally and efficiently. Liaise closely with site managers and operational teams to resolve resident issues. Arrange and manage access to properties, helping to minimise delays and aborted appointments. Identify vulnerable residents and ensure appropriate support and communication are provided. Keep accurate records of resident communications, appointments, complaints, access arrangements, and feedback. Assist with resident meetings, newsletters, letters, surveys, and other engagement activities. Ensure residents are informed of changes to programmes, works, or access arrangements. Monitor resident satisfaction and obtain feedback throughout the project. Escalate issues appropriately and ensure complaints are dealt with in line with company and client procedures. Work collaboratively with clients, subcontractors, housing teams, site management, and other stakeholders. Promote a positive customer experience and maintain high standards of professionalism at all times. About You We are looking for someone who is: Experienced in a Resident Liaison Officer, Tenant Liaison Officer, Customer Liaison Officer , or similar customer-facing position. Ideally experienced within construction, social housing, refurbishment, planned maintenance, or property services . Confident communicating with residents from a wide range of backgrounds. Professional, approachable, and empathetic. Organised and able to manage multiple priorities. Proactive and able to resolve problems effectively. Confident dealing with complaints and potentially challenging situations. Comfortable working independently while also being part of a wider project team. IT literate and able to maintain accurate records. In possession of a full UK driving licence and able to travel across Lewisham and surrounding areas. Package 32,000 basic salary 4,500 annual car allowance Permanent contract 5 days per week Work covering Lewisham and surrounding areas Full UK driving licence required
