Customer Service Advisor - Staines-upon-Thames, United Kingdom - Jam Jar Jesmond Ltd

Description

re you passionate about delivering excellent customer service and willing to go above and beyond to get queries resolved? Do you have a desire to help People? If so, then this could be the role for you.

This is a very exciting time to be joining Ability Housing Association as we launch our new Customer Strategy and in-house Contract Centre.

We are seeking an enthusiastic, empathetic, and courteous individual to join our team with a commitment to delivering an excellent service to our customers.

This is a busy varied role in which you will act as a first point of contact for our customers and stakeholders, responding to housing and repair related queries.

You will be dealing with colleagues from across the organisation, directing queries to the relevant department or Contractor as appropriate.

• To provide an excellent Customer experience to all Ability Customers by taking ownership for all Customer enquiries, dealing with queries at point of contact where possible.
• To complete accurate administration relating to all enquiries received, passing queries to relevant departments where appropriate so that Customers receive a high level of service.

• To answer and respond to all Customer enquiries positively, liaising with stakeholders, partners and colleagues. Using our systems, policy and procedures to ensure accurate information is provided to our Customers at all times.
• Establish the key elements of the Customer query to ensure first time resolution. Where needed, followup with colleagues or stakeholders to ensure satisfactory resolution for our Customer.
• Ensure that accurate, comprehensive and concise notes and information relating to all Customer contact is documented on Ability's IT system in a timely fashion.
• Work closely with colleagues across all departments to keep up to date with Ability's services, policies and procedures in order to provide advice and respond appropriately to queries.
• Interrogate Ability's customer database and other sources of information to access information about the Association's properties, customers and their support needs updating details where required.
• Manage Customer expectations on behalf of Ability and signpost to other agencies where appropriate (e.g. Local Authority services, Utility Providers etc.)
• Provide accurate information to Customers when interpreting and answering queries in regards to rent accounts.
• Accurately diagnose repairs requests received from customers identifying the required trade and ensuring works orders are raised in line with company policy and agreed timescales.
• Take personal responsibility for adhering to Ability's code of conduct, Customer Care standards and other legislation in line with GDPR.
• To immediately raise any safeguarding concerns with relevant colleagues, stakeholders and/or other agencies as appropriate.
• Deal with correspondence, including writing to customers, and creating mail merged letters communicating other information.
• Build and develop effective working relationships with suppliers, contractors and other external agencies involved in the delivery of services to Ability's customers; ensure that contact information is up to date.
• Escalate work to managers where appropriate.

• Update central records and other service monitoring and administrative systems for a range of housing / tenancy management services, including the Housing Management / CRM system; log updates and make amendments to the data as required, including customer contact information; ensure that records are accurate and up to date, flagging any problems to the appropriate manager / colleague.
• Maintain templates and produce routine letters, forms, reports and other documents.
• Ensure that any errors or irregularities are brought to the attention of the Senior CSA or other appropriate manager.
• Project support: participate in service improvement initiatives relating to housing / tenancy / property management, supporting the wider aims of the team/ Ability HA.
• Ensure that operational staff are accounted for at the end of each working day in line with our lone working policy.

• On the Job and E learning training provided.
• Company cash back healthcare scheme on completion of probation
• Life insurance
• 30 days annual leave (inclusive of bank holidays)
• Contributory pension scheme