Glenn Allum, customer services assistant from the Norwich-based Anglia Housing Group, which provides general housing and maintenance needs.

Customer Services Assistant

Answers supplied by Glenn Allum, customer services assistant, from the Anglia Housing Group based in Norwich providing general housing and maintenance needs. They are part of six housing association organisations who collectively manage over 11,500 homes.

What does the job entail?
Customer services within a housing group deals with two main areas. Firstly, you are responsible for managing the housing register for a dedicated district, and as such deal with incoming applications to join the register, as well as updating existing applications as applicants’ situations change. Also, you are responsible for recording and ordering repairs to the properties as and when they are required.

What skills and qualifications are needed?
No particular qualifications are required for the job, but a good general office working background is essential as you are dealing with figures regularly and there is plenty of letter writing. As you are dealing with tenants on a first person basis, be it over the telephone or face-to-face, good communications skills are essential. The office is always very busy and the workload is constant. Some experience in property structure and repair is also useful, but not essential.

What type of person will fit in?
You will be dealing with people from all walks of life and you must be able to relate to everyone you come into contact with. You will also need to have an attention to detail due to the many nuances of the work, and understand how errors can affect the business. The nature of the job also means that you will need to be organised, and able to work under your own initiative.

What are the pluses and minuses of the job?
In terms of positives, the job pays well for the nature of the work. It is also more interesting than your average office job because of the sheer variety of the work involved and its pace. However, this is dual-edged as the sheer quantity of calls and work you have to deal with can be stressful and you need to be prepared for this workload. The job does offer a regular 9-5 work pattern, with weekends off.

What opportunities exist for career progression?
There are many departments dealing with the various aspects of property letting, ranging from technical inspection to tenancy support. Training programmes exist and opportunities are usually available in all positions across the Anglia Housing Group. Training is open to everyone and you are actively encouraged to make yourself available for these courses.

What can I expect to earn?
Salaries begin around £13,500, but each year you are appraised on performance and are given the opportunity to move up the pay scale. Opportunities exist in many departments within a housing group and as such salaries can vary greatly depending on the nature of the job you are doing and your responsibilities.

Any hints on getting a job in this area?
I found my job through local advertising, so probably the best place to start is by looking through the job pages of your local newspapers or visiting your local Job Centre. Experience of office working helped me get the position, so anything that can offer you experience of working in such an environment is an advantage.