Housing Services Advisor - Blackpool, United Kingdom - Blackpool Coastal Housing Ltd

Description

Housing
***- Tenant Support


Blackpool Coastal Housing Ltd
***
Contract:

• 1 x Fixed Term Contract to 24/06/2025 and 1 x Maternity Cover

Hours- 37 hours per week


Salary:

- £22,737 - £23,893 per annum plus payment of a Real Living Wage supplement, if required

Blackpool Coastal Housing manages almost 5,000 social housing properties across Blackpool, providing related services to its tenant and leasehold customers and regenerating areas to create opportunities for our residents to thrive.

To support our service provision, a fantastic opportunity has arisen for two Housing Services Advisors to join us on a temporary basis to provide additional staffing cover within our core Housing Teams.

Are you a confident and enthusiastic individual with fantastic customer service, excellent communication, and exceptional time management skills? If the answer is 'yes,' then we have two exciting opportunities for you

Housing Services Advisors work within the three core Housing Teams (Rents, Lettings and ASB/Neighbourhoods) and are the first points of contact responding to daily enquiries from customers and the public regarding housing, related matters and other council services.

Being the first point of contact for customers, either at reception, over the phone or face to requires Housing Services Advisors to accurately evaluate the nature of the customer enquiry whilst keeping the customer up to date at all times.

This includes making optimum efforts to resolve each call, visit or query as efficiently and effectively as possible to completion, including any non-standard situations and where needed, sign posting the customer to the relevant team.

In addition, Housing Service Advisors are required to record and resolve Stage 1 customer complaints and escalating them to stage 2, if necessary, by forwarding to the relevant team to action and resolve.

The role also provides clerical and administrative support to Managers, Team Leaders, Housing Officers and Neighbourhood Officers.

In Rents, this will include discussing rent accounts and making payment arrangements, taking payments, new Tenant Checklists and issuing welcome packs and refunds.

In ASB and Neighbourhoods this will include producing and sending letters to both complainants and perpetrators.

We are looking for people who will make an extra, unprompted effort to satisfy customer needs and avoid customer complaints, taking ownership of enquiries and proactively feeding back information to customers.

Therefore, you should be an excellent communicator, with experience of working in a customer-focused environment and be confident in dealing with people face-to-face and over the telephone in an empathetic manner.

Computer literacy with Microsoft Office and strong administration skills are also essential, along with a minimum of 3 GCSEs (or equivalent) to include Maths and English, at grade 4/C or above.

• About Blackpool Coastal Housing
• Blackpool Coastal Housing was set up by Blackpool Council in 2007 to manage their housing stock of almost 5,000 properties. Our goal is to create an organisation that delivers quality services, first time, every time, within a culture that puts people at the heart of everything we do.
• BCH continues to expand its services across many areas and we currently employee just over 200 committed and valued staff.
• Our services include an Operations Service providing responsive repairs to our valued tenants, empty homes management and refurbishment/capital works across Blackpool. Supported Housing; including supported living in Sheltered Schemes, Young People's Resettlement Schemes including Care Leavers and Emergency Housing for those that find themselves homeless. Our Care and Repair Service allows Blackpool residents to remain in their own homes through the Adaptations team providing the necessary aids/adaptations for this to be achieved. The More Positive Together (MPT) and MPT Steps Programmes help provide support to local residents in accessing the employment market, as well as BCH providing typical Housing Service functions of Rents, Lettings, ASB and Neighbourhoods.
• BCH is a dynamic, ambitious and forwardthinking organisation who strives to be the best at everything we do, whether that's repairing a boiler or building a new home.
• We know that our people are our most valuable assets, and we want to find and nurture the best people to help us deliver excellent customer service. By working together, we can make a real difference
• Inspiring People to Build Sustainable Communities.
• If you have a strong customer focus and want to join an ambitious, growing organisation, we will help you to develop skills and achieve your own personal goals.
• BCH is a great place to work
• Every member of staff comes to work here with one vision in mind, "Inspiring People to Build Sustainable Communities" and our values help guide the way we all work towards this.
• Our 5 core values that reflect the PRIDE