Job Description

To provide a professional and customer focused point of contact for our residents, partners and stakeholders. This is a diverse and challenging role which will require individuals with a commitment to Customer Services to provide the following services:

• To answer and accurately record all contacts whether in person, in writing or on the telephone from residents, partners or stakeholders.
• To carry out Telephone Repair Surveys.
• To provide general housing, tenancy and maintenance advice to residents.
• To investigate complaints about the Associations services.
• To raise maintenance orders and inspection requests.
• To answer rent enquiries, provide advice and to record and receipt payments.
• To respond to Housing Benefit enquiries and related advice.
• To chase repairs recharges.
• To make recommendations on service improvements as a result of complaints.
• To signpost residents to appropriate organizations, services and support.
• To support and actively encourage resident involvement.
• To complete profiling information and surveys.
• To meet targets set by the Operations Team Leader and Operations Manager.
• To provide administrative support to housing and maintenance staff as directed by the Operations Team Leader and Operations Manager.
• To process and distribute all incoming mail appropriately.
• To actively encourage residents and contractors alike to self-serve by promoting the Associations online platforms and mobile app.
• To work in accordance with the Association’s Equality, Diversity and Inclusion policy in all aspects of these duties.
• To ensure that requirements of the Data Protection legislation (including GDPR) are complied with in carrying out the duties of the post.
• To act in accordance with the Association’s Health & Safety policies at all times.
• To be proactive in the Association’s risk management processes.
• To work and act in accordance with the Association’s values.
• To carry out other duties appropriate to the post as necessary or required.

Benefits:

• Company pension
• On-site parking
• Private medical insurance

Schedule:

• Monday to Friday

Required Knowledge, Skills, and Abilities