Our client is a social housing provider with a focus on developing homes for their tenants and local community; we are currently assisting them in the search for an experienced Customer Services Assistant to work in their Customer Services Hub
This role is full time and will require candidates with a previous knowledge and experience of housing and customer service. The duties of the role are below:
- Support the delivery of a customer services hub acting as first point of contact for all customer queries, relating to housing and maintenance matters
- Providing a first point of contact for customers through a variety of channels, including, website, telephony, email, web chat, face to face interaction and social media
- Record and distribute all incoming post to appropriate colleagues within the association, and arrange for all outgoing post to be printed and delivered daily
- Continuously demonstrate excellent customer service, and keep tenants up to date with all areas of their home and tenancy where required
- Providing general administration support to all functional areas of the Operations Directorate
- Liaise with local authorities, service commissioners and support agencies where required
- Diagnosing repairs correctly at first point of contact where possible, ensuring the appropriate repairs service standards are met
- Supporting the wider team and customers to provide rehousing advice to customers, creating and monitoring new home advertisements, and providing swift administrative support for all areas of the void and allocation process
- Recording all Customer Service inbound and outbound communication using the associations CRM system
- Providing general administration support to the wider Operations directorate as directed, and wider Organisation when required
- Carrying out low level rent collection, including direct debit administration and amendment, and taking payments due from customers
- Supporting the delivery of choice based lettings systems and other allocations vehicles utilised by the business, including advising customers on rehousing policy and practice, as well as shared ownership and leaseholder administrative support.
- Keeping up to date with developments in best practice, legislation changes and amendments to approved codes of practice relating to housing management and asset health and safety compliance