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 rightfirst-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 recordinformation, ensuring a ‘right first time’ service. Follow up on any commitmentsmade 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 correctlyrecorded. To provide accurate information and support to customers includingpayment advice, diagnosing repairs, and booking appointments, Choice BasedLettings 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 makebest use of their online account.
5. To raise repair orders and re-schedule appointments and support other teamsacross the business by recording call-back case notes and incidents.
6. To be a proactive member of the SLH team; continually seeking to improveoutcomes and develop your own skills and the performance of the team. You willseek to improve processes and ensure value for money.
7. To ensure that Health, Wellbeing and Safety policies and procedures are adheredto, to deliver effective and safe services and operations.
8. To ensure you work in accordance with legislative, regulatory and financialrequirements in relation to your role at all times.
9. To ensure that SLH data is collected, safely and appropriately managed, reportedaccurately and produced in a timely fashion to aid sound decision making and thatappropriate procedures, systems and processes are in place to ensure data qualityand security.
Skill Requirements
Qualifications
Good general education background with passes at GCSElevel or equivalent in Maths and English
Knowledge, skills, and abilities
An understanding and developed working knowledge ofcomputer systems including Excel, Word, and Teams
An unwavering commitment to equality, diversity, andinclusion, 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 andin person
Listening skills and able to build and maintain effectiveworking 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 professionalstandards, and in alignment with SLHs shared SLICEvalues 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 valuesand helping to deliver our Business Strategy objectives ofQuality Homes, Quality Services and Quality People:
Do the right thing For residents, communities and eachother. We stop and consider what the right thing to do is,even when it is difficult
Show respect and kindness, always No matter thesituation or conversation, we treat everyone with respectand kindness.
Be honest and fair Honesty and fairness underpin what wedo. We value transparency, welcome discussion anddebate, and are open to change when it is the right thing todo.
Make it happen We take personal responsibility, take pridein doing our best, stay curious and embrace learning andinnovation.
All belong at SLH We embrace the power of difference andsee it as a real strength, ensuring everyone feels theybelong.
#J-18808-Ljbffr…