Customer Service Advisor - Office Based

Description

The Customer Service Advisors are the first point of contract within a team, and provide excellent customer care to both our external and internal customers. They are our administrative experts, helping to ensure our services run smoothly and solving problems as they arise. They work efficiently and effectively to help our teams deliver on time and on budget.

Duties

Being the first point of contact to our residents and dealing with:

• Basic enquiries relating to a broad housing and property services functions
• Taking appropriate action to resolve issues first time. This will include, but not limited to: raising work orders on the relevant systems, sending over to our contractor and providing advice to tenants regarding tenancy related matters such as low level ASB and nuisance, re: housing, estate management, etc.
• Providing administration services to internal teams as required including, but not limited to, assisting with tenant audit days, sending out newsletters and COTs and TOTs.
• To monitor and action incoming correspondence via email, post, telephone and internal systems and respond or escalat e appropriately in a timely manner.
• Maintain relevant service related databases (e.g. SDM, Invu, CORE, Payment Systems), spreadsheets and contractor portal to ensure information is accurate and up to date and can be used, where necessary, by management including to satisfy disclosure documents and SARS requests
• Monitoring compliance health and safety works including gas safety contact letters
• Logging and distributing complaints and 'Greens' (important incoming communications).
• Investigating and responding to any Greens assigned to you.
• Distributing keys and ordering fobs
• Support the wider housing and property services teams with tenant consultation, resident involvement initiatives, including customer satisfaction monitoring and other such tasks as required.
• Excellent communication skills (written and verbal).
• Strong organisational skills, able to plan own workload.
• Experience of delivering excellent customer care.
• Ability to deal with customer's complaints and resolve problems.
• Team player.
• Health and Safety awareness.
• A good knowledge of ICT applications (e.g. Word including mail merge, Excel, etc.) and excellent keyboard skills.
• English & Maths GCSE Grade C or equivalent.
• Experience of working in a social housing contact centre environment.
• Experience of working in a challenging and demanding environment.
• Evidence of providing a customer focused service that takes account of the needs of customer, organisation and external agencies.
• Full Valid Driving Licence and use of car for work.

Additional information

• Employee assistance programme including free counselling and legal advice
• A supportive and friendly working environment
• Some flexibility with days and hours worked

How to apply

Please email your up to date CV to and quote a ref: Cus7807