Customer Service Officer - London, United Kingdom - Your Place

Your Place
Your Place
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
We're looking for a Customer Services Officer to join Your Place and be part of our dedicated team to help us with our mission to solve homelessness in east London, one person at a time


About the role


Based within the customer service team, this role provides a high quality first point of contact for residents and other callers contacting or visiting the organisation, dealing with a broad range of housing management, property maintenance and repairs enquiries, providing accurate and timely information and documentation when needed.


This role will also assist colleagues in providing an efficient and responsive service to residents and visitors, providing administrative support, and creating or maintaining records as required.


Salary:
£25,642 - £27,000


Contract:
Permanent


Hours:
Full-time, 37.5 hours per week, rotating shift pattern from Monday to Sunday.

Location:
Canning Town in Newham, London


Other responsibilities include

  • To provide a professional and friendly reception service to visitors, dealing with enquiries and preparing refreshments for visitors as appropriate.
  • To deal with and respond to customer enquiries on a range of housing, and repair issues, including:
  • Rents, Accommodation and service charges: answer routine queries, provide general advice on payment and arrears issues, print and hand out account statements, etc.
  • Repairs and maintenance: answer general enquiries, take repair requests, place works orders, monitor job completion, general liaison with residents, contractors and colleagues on progress approve repair invoices, etc.
  • Tenure issues: answer routine enquiries and provide general advice, send out guidance leaflets, log reports of nuisance and antisocial behaviour and CCIA on Inform
  • To sign post and or book appointments for residents to meet up with their keyworkers if query is to do with their support.
  • To ensure that detailed information is obtained from residents, updating records and keeping accurate records of customer contacts, including complaints.
  • To book appointments for both Housing and Revenue team if query can't be dealt with
  • To assist the welcome team when required to log, acknowledge and distribute incoming post and to ensure outgoing post is franked and posted.
  • To help with the sign out of keys and viewing of CCTV as instructed by Senior Customer Service Officers or the Team Leader.
  • To provide administrative support to teams in the Resident Services Department as required.
  • To ensure that maximum use is made of IT systems, supporting the development of information systems to enhance the service provided.
  • Work alongside residents and team members across the organisation to improve customer experience.
  • To carry out all daily and weekly health and safety checks and report these according to CAH policy and procedure
  • To assist with evacuations as fire wardens
  • To receive cash payments from residents, record them accordingly and complete end of shift readings in line with finance policies and procedures.
  • To attend meetings internally as and when necessary, for example, Directorate, Management and planning meetings.
  • To undertake such other duties within the competence of the post holder which may be required from time to time.

About you

  • Experience of office administration systems
  • Understanding and experience of working in a customer focused environment
  • Experience of working as part of a team and also working independently
  • Strong organisational skills, with the ability to meet deadlines and prioritise workloads.
  • Able to take ownership and deliver excellent customer service in a professional and confident manner
  • Demonstrate a positive, flexible approach to team working.
  • Ability to communicate with residents and colleagues effectively.
  • Ability to provide customer focused and responsive services. Housing qualification or similar, or willing to undertake these qualifications desirable but not essential
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