Customer Service Officer (Weekend Days, 8:00am – 8:00pm)

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 post-holder 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.

Shift Patterns:

• Primary working days:

  Saturday and Sunday

• Shift times:

  8:00am – 8:00pm

• Flexibility required to cover

  weekday shiftswhere needed

• Occasional attendance at training or meetings during weekdays

Duties & Responsibilities:

• Provide a professional, friendly, and welcoming reception service at all times

• Act as the

  first point of contactfor 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

Team

Customer Services and Welcome Team

Role

Customer Services Officer

Locations

Your Place @ Anchor House

Monthly salary

18,528 - 18,880

Your Place @ Anchor House

Our offer

• Holidays 🌴

  Time off to do as you please - you'll get 25 days, rising one day annually up to 30 days, plus bank holidays.

• Wellbeing 💚

  We've also got reimbursements for the costs of a gym membership, a 24-hour confidential helpline for practical and emotional support (for your work or personal life), a cycle to work scheme, and activities like group yoga classes too.

• Pension 💷

  Your pension will be with TPT Retirement Solutions and we match what you pay into your pension up to 7.5%. Extra money for your retirement!

• Career development 📚

  We all know having the opportunity to develop in your career is really important to people, so we've got different options depending on what suits your role best. It could be getting a recognised qualification, doing some internal training, working towards professional accreditation, or having a membership to a professional body.

• Flexible working 🕘

  We want to help you achieve the best work-life balance possible. We have made some promises to our residents about when we are around, so we just need to have the needs of your team in mind as well as the organsiation, to get the best out of it.

• Employee socials 📅

  Fun at work is important too! Some of our teams help organise social events in the summer and winter - get involved!

• Office equipment 💻

  You'll get the best possible IT equipment and if your role involves working remotely, you can order items like desks, chairs or other equipment to help with your comfort and wellbeing.

• Discounts 🛒

  You'll have access to discounts for holidays, shopping, eating out, and loads more with our Proud to Care scheme.

• Family friendly 👪

  We have a variety of family-friendly leave available to all employees for maternity, paternity, and adoption.

• We've put together this employee benefits package to make sure we give our best so you can give yours!

About Your Place

Your Place where homelessness is solved one person at a time.

Your Place is much more than somewhere to call home. We work one-to-one with people experiencing homelessness, helping them to regain their self-belief and rebuild their lives. We can’t end homelessness for everyone overnight. But we can solve it one person at a time.

We run two main services from our base at 81 Barking Road - our core hostel (which accounts for approximately 80% of our bed spaces) supporting people experiencing homelessness with low to medium support needs, as well as our intensive support service for people who need extra help on their journeys.

You can find out more about how we help people by visiting our website.

Registered Charity No. 1147794 - in England and Wales

Registered Company No. 08075329 - in England and Wales

Registered Office: 81 Barking Road, London, E16 4HB