PT Customer Services Advisor (Housing)

We have a new amazing opportunity to recruit for a housing partnership based West of London. They now have a new vacancy for a Customer Services Advisor (Housing) .

This permanent part time role for 25 hours per week over 5 days (1 day at 7 hours and 4 days at 4.5 hours) paying 20,019 per annum.

Role brief
As part of the housing team, you'll use your knowledge, technical expertise and enthusiasm to deliver a superstar service to their customers and drive the highest levels of satisfaction.

In the role you will

• Resolve customer queries, owning queries from start to finish across all channels: phone, email, web form, face-to-face, and social media.
• Support customers to access our online services.
• Investigate and resolve customer queries by providing advice and guidance on a range of issues, making referrals and signposting.
• Take initial reports of anti-social behaviour, gather evidence and make appropriate decisions on next steps.
• Answer tenancy management-related customer queries.
• Own your performance with strong case management.
• Support the housing team by writing to customers about related services and issues.
• Work with third parties to resolve queries to get the best outcome for the customer.
• Suggest service improvements to resolve cases and improve customer service.
• Build a detailed understanding of housing and handling contact.
• Support other areas with handling phone contact when required.
• Support with general process housing related administrative tasks including new and expired third party authorisations.
• Carry out any other reasonable duties to deliver great service.

We're looking for someone with experience of:

• Delivering first-class customer service, preferably in housing or repairs.
• Using MS office including Word and Excel.

The key behaviours we expect in the role include:

• Role modelling our values: we know our stuff / we make it happen / we care.
• Demonstrate inclusive behaviours, respecting and embracing difference and listening to other people's unique perspective.
• Communicate passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
• Communicating clearly, concisely and thoughtfully both verbally and in writing.
• Working in an organised, methodical way with excellent accuracy and attention to detail.
• Making wise decisions and solving problems without over complicating things, understanding the needs of customers and the different tenures.
• Championing collaborative working across the organisation.
• Building trust by doing what you say you will.
• Holding your hands up if you make a mistake and quickly re-focus to put things right.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Demonstrating a good understanding of GDPR and data requests.

If this sounds like the role for you, please apply today.