Overall Objectives of the Post:

Provide an excellent customer focussed service by delivering consistently high quality assistance to our customers by answering and resolving their enquiries at the first point of contact, and dealing with their requests for service efficiently and effectively.

Resolve customer enquiries via all of our communication platforms including telephone calls to our Housing Service Centre, e-mail, Livechat and social media platforms.

Provide a face to face service for resolving housing enquiries at the first point of contact.

Key Tasks of the Post:

1. Responsible for providing an efficient and effective access and customer care service to our customers. You will:

• • Proactively respond to and resolve in a timely, courteous way, a wide range of customer queries either face to face or by telephone, email, livechat, Social Media or in writing
  • Take responsibility for obtaining all information necessary to process and resolve a query/complaint, only escalating it to others when it is appropriate.  You will be required to act as a customer advocate by seeking the facts and identifying solutions
  • Where necessary, put the customer in contact with appropriate colleagues or departments, ensuring required information is transferred efficiently
  • Maintain accurate computerised information systems by inputting, updating analysis and extracting data.  You will also regularly update and  monitor customer information held on the system
  • Proactively identify service improvements making recommendations to improve overall customer service and/or working practice and provide information
  • Act as a customer service role model for all colleagues, assisting with training and ongoing coaching and development
  • Support Managers as required by undertaking project work to develop the Service.

The candidates must have:

• Educated to ONC Level or studying towards this or have 2 ‘A’ Levels.
• NVQ level 2 in relevant subject
  • Successful experience of working in a housing customer facing environment
  • Experience of providing services direct to external customers
  • Experience of writing reports and presenting findings including the monitoring of performance
• Experience of successful application of analytical skills in solving complex problems
• Excellent communication skills written and verbal.
• Excellent computer skills
• Excellent organisational skills.
• Analytical skills and forward thinking approach.
• Good understanding of interview techniques

• Professional, calm, non-judgemental yet assertive.
• A desire to help people
• Tactful and diplomatic.
• Confident individual and team player.
• Committed to the principles of equality and diversity.
• Able to work to tight deadlines
• Able to manage own workload
• Flexible approach to work.
• Able to work outside normal working hours.