Job Description

Customer Service Advisor

£18.00phr - £19.00phr LTD

Immediate start, contract till February 2025

Based in Bretford

35 hours per week, 5 days in office

Job Purpose: To provide exceptional customer service to tenants, residents, and stakeholders by addressing inquiries and resolving issues related to housing repairs, incomes, and general housing matters. The role requires effective communication, problem-solving, and the ability to work collaboratively with internal teams and external partners to deliver timely and efficient solutions.

Key Responsibilities:

1.

Customer Enquiries:

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Act as the first point of contact for all housing-related enquiries, ensuring a professional and empathetic approach.

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Handle incoming queries via telephone, email, and face-to-face interactions, logging details accurately into the customer management system.

2.

Repairs and Maintenance:

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Log and process repair requests from tenants and residents, ensuring they are accurately recorded and assigned to the appropriate team or contractor.

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Provide updates to customers on the progress of repair works and manage expectations regarding timelines.

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Follow up on completed repairs to ensure customer satisfaction.

3.

Incomes and Rent:

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Assist customers with inquiries about rent payments, balances, and income-related matters.

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Provide guidance on payment options and signpost customers to relevant support services for managing arrears or financial difficulties.

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Liaise with the income management team to resolve complex rent account issues.

4.

General Housing Enquiries:

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Respond to queries about tenancy agreements, applications, and housing policies.

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Advise customers on procedures for reporting anti-social behavior, property allocations, and other housing services.

5.

Complaint Resolution:

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Handle complaints in line with the organization’s policies, ensuring timely resolution and clear communication with the customer.

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Escalate unresolved or complex issues to the appropriate department or team leader.

6.

Administration and Documentation:

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Maintain accurate and up-to-date records of customer interactions, ensuring compliance with data protection regulations.

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Prepare reports on service performance, customer feedback, and recurring issues to support continuous improvement initiatives.

7.

Collaboration:

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Work closely with housing officers, maintenance teams, and other internal departments to provide cohesive and efficient service.

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Build relationships with external partners, such as contractors and support agencies, to ensure seamless service delivery.

Person Specification:

Essential Skills and Experience:

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Previous experience in a customer service role, ideally within the housing or public sector.

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Strong communication and interpersonal skills, with the ability to handle challenging situations calmly and professionally.

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Knowledge of housing services, including repairs, income management, and tenancy matters.

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Proficient in using customer management systems and other IT tools (e.g., MS Office).

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Excellent organizational skills and attention to detail.

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Ability to work independently and as part of a team in a fast-paced environment