Purpose of the job:
As Customer Servicers Advisor, you will be the first point of contact for our customers, responding to their enquiries in a friendly and helpful manner and aiming to deliver a right first-time service. You will promote and support customers to access our digital services.
Key accountabilities:
1. To respond to all Customer Hub enquiries and fully utilise our systems to record information, ensuring a ‘right first time’ service. Follow up on any commitments made to call back a customer to maintain high levels of customer satisfaction. Ensuring all customer information is kept up to date.
2. To setup new customer agreements and accounts, ensuring that the rent is correctly recorded. To provide accurate information and support to customers including payment advice, diagnosing repairs, and booking appointments, Choice Based Lettings support, whilst providing information and advice on all services.
3. To effectively deploy repairs colleagues to emergency and responsive works, meeting targets and our customer’s needs.
4. To actively promote the uptake of digital services and support customers to make best use of their online account.
5. To raise repair orders and re-schedule appointments and support other teams across the business by recording call-back case notes and incidents.
6. To be a proactive member of the SLH team; continually seeking to improve outcomes and develop your own skills and the performance of the team. You will seek to improve processes and ensure value for money.
7. To ensure that Health, Wellbeing and Safety policies and procedures are adhered to, to deliver effective and safe services and operations.
8. To ensure you work in accordance with legislative, regulatory and financial requirements in relation to your role at all times.
9. To ensure that SLH data is collected, safely and appropriately managed, reported accurately and produced in a timely fashion to aid sound decision making and that appropriate procedures, systems and processes are in place to ensure data quality and security.
Qualifications
Good general education background with passes at GCSE level or equivalent in Maths and English
Knowledge, skills, and abilities
An understanding and developed working knowledge of computer systems including Excel, Word, and Teams
An unwavering commitment to equality, diversity, and inclusion, ensuring this is embedded in the work of SLH
Knowledge of current social housing issues
Can work as part of a team
Good communication skills - in writing, on the phone and in person
Listening skills and able to build and maintain effective working relationships
Learning new things and can pick things up quickly
Well organised and able to work to deadlines
Able to work under pressure
An interest in housing and/or social issues
Is a role model to colleagues in expected professional standards, and in alignment with SLHs shared SLICE values and behaviours
Experience
Relevant front-line experience of dealing with customers
Values and behaviours - It’s not just about what we do, we believe it’s how we do it too.
By living our behaviours every day, our colleagues, managers and senior managers are living our shared values and helping to deliver our Business Strategy objectives of Quality Homes, Quality Services and Quality People:
Do the right thing For residents, communities and each other. We stop and consider what the right thing to do is, even when it is difficult
Show respect and kindness, always No matter the situation or conversation, we treat everyone with respect and kindness.
Be honest and fair Honesty and fairness underpin what we do. We value transparency, welcome discussion and debate, and are open to change when it is the right thing to do.
Make it happen We take personal responsibility, take pride in doing our best, stay curious and embrace learning and innovation.
All belong at SLH We embrace the power of difference and see it as a real strength, ensuring everyone feels they belong.
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