About Us

To assist in the provision of a high quality customer focused service to tenants, applicants and enquirers contacting the association by phone or face to face; providing a primary point of contact for tenants, and where possible, delivering the service they require and undertaking routine administrative functions in support of the organization. Handle calls covering customer requests, complaints, follow up work and general enquiries in a busy contact centre environment To be a frontline representative of the association in dealing with telephone and face to face-based enquiries. This includes responding to requests and queries in accordance with agreed protocols, which may include repairs needed to properties, applications for housing, complaints and providing a response where possible in line with relevant policies or referring on when this is the best solution, offering support, advice and understanding. Occasional cover on reception to ensure callers and office visitors receive an excellent first contact experience and to support the efficient running of the offices generally by working in accordance with relevant policies and authorization levels, for example; • Implementing office security and visitor procedures • Managing deliveries and internal/external mail for the offices by receiving incoming mail, date stamping, sorting and distributing for Cartrefi Conwy and preparing outgoing mail. • Receive and date (not open) and keep secure any Tender documents ensuring safe handover to the appropriate Officer. To signpost people to relevant internal contacts and liaise directly with other teams to ensure that correct information, support and advice is given first time. To provide and assist in general administration activities; monitoring, updating and maintaining records or supporting the timely communication to others, for example letters, mail shots, tenant profiling. External liaison with other organizations and agencies on behalf of Cartrefi Conwy, as required, including seeking feedback from customers on behalf of the organization in order to improve services, for example conducting customer satisfaction survey calls. Provide an accurate diagnosis and raise appropriate tasks to resolve tenant requests via the repairs free phone and make appointments in accordance with the Repairs Policy. Provide Cartrefi Conwy with general administrative support, for example, receiving and dealing with enquiries (either directly or by referral to appropriate person), raising purchase orders, , maintaining back office systems, filing photocopying, adhering to system procedures to ensure data accuracy. To provide relief cover, as and when required, at other Cartrefi Conwy locations throughout the County of Conwy Assisting Work Schedulers in peak periods or periods of leave. To actively support the overall delivery of Cartrefi Conwy’s objectives to provide an excellent, innovative and truly customer focused service. To contribute to community involvement and tenant participation activities as required. As a representative of Cartrefi Conwy, to, promote and maintain a positive attitude and image at all times. To positively promote Cartrefi Conwy’s values; constructively challenging traditional ways of working, contrary behaviour or comments. To ensure feedback is actively sought in order to inform service improvement for customers and develop more efficient and effective ways of working. To ensure compliance with Cartrefi Conwy’s Standing Orders, policies and procedures, standards of probity relating to the organization’s charitable status and Welsh Assembly Government Regulation.