Customer Service Adviser

Role Purpose

To handle tenant queries at first point of contact ensuring tenant expectations are managed and a fair outcome is delivered.

Role Remuneration

£27,636 - £30,706

About the Role

This role is based within our busy front line Customer Service Team and is responsible for assisting our customers with; logging repairs, their housing applications, dealing with Anti- Social Behaviour complaints as well as being reactive to other general queries. Our team mainly deal with customers over the telephone and provide a high level of customer service ensuring fair outcomes are delivered.
This role is varied, engaging and fast paced with the right amount of challenge and job satisfaction added in.
As well as all of this, it will also provide an insight into the housing industry allowing the successful candidate to learn about the various areas and practices involved in our mission to provide homes and services that make a positive difference to people’s lives.

Key Accountabilities

1. Responding to customer queries proactively, ensuring customer service standards are adhered to and fair customer outcomes are delivered.
2. Raising repairs which have been reported by tenants at first point of contact, recording information and raising work orders on the housing management system.
3. Processing and managing new housing applications from customers ensuring the information held on the housing system is an accurate reflection of the information provided. Assess applications and award priority based on our allocations policy.
4. Undertake general reception activities to support our customers and staff including mail processing and distribution.
5. Providing clear and manageable timescales to our customers ensuring we are managing expectations in line with our processes and procedures.
6. Handling customer complaints at the first point of contact where possible and ensuing customers making complaints are delivered a fair outcome.
7. Dealing with customer queries wherever possible at the first point of contact ensuring Langstane’s processes and procedures are followed.
8. Making referrals to other internal teams where applicable when dealing with potentially vulnerable customers.
9. Proactively managing customers’ requests and applications.
10. Create productive relationships with colleagues and contractors to ensure tenant queries can result in a fair outcome

About You - Essential criteria

Standard Grades / National 5  Up to 1 years customer service or housing sector experience

Fully proficient in updating, recording and maintaining electronic customer records; Proficient Microsoft Office skills;

About You - Desirable criteria

• Good understanding of basic data protection principles.