Customer Solutions Officer
ST7176
£11.49 per hour
Tongwynlais
Temporary role, ideal start date 9th
Nov for 5-6 weeks (potentially longer)
35 hours per week, Monday to Friday
Purpose
of the Job
The Customer Solutions Officer is
responsible for providing a high quality service to customers and colleagues.
The Customer Solutions Officer is the first point of contact between the Group
and its customers resolving a wide range of customer queries at the first point
of contact.The Customer Solutions
Officer will provide high quality customer service which is fair and sensitive
in accordance with the Groups’ policies, procedures and Customer Service
Standard.
Duties
Deal with all customer enquiries
face to face, over the telephone, via email, through Live Chat or through a
self-service portal in a helpful, friendly and professional manner; providing
advice and assistance to customers on a wide range of issues at the first point
of contact.
Establish and continue to build
effective working relationships with internal departments to ensure that the
needs of the customer are met.
Update CRM system and other customer
systems to maintain detailed and accurate information in accordance with the
Data Protection Act.
Utilise and maintain the tenant
profiling information in order to deliver excellent services that are tailored
to the customer.
Process reactive repair requests in
line with the Group’s policies and procedures, troubleshooting and liaising
with the tenant to get a detailed description of the problem.
Procure reactive repair completion
dates, variation requests and claims for payment in line with relevant
contractor process and housing management database guidance.
Arrange repair appointments for the
Group’s direct labour team.
Develop knowledge of the legal and
regulatory frameworks which govern Assured, Assured Short hold, secure and
unsecure tenancies and provide advice and assistance to tenants about all
aspects of tenancy management.
Deal with rent accounts, estate
management and tenancy management queries, referring to the Housing Officer
where appropriate.
Monitor recharge accounts on a
weekly basis.
Process tenancy termination requests
and activate void work flow.
Field enquiries relating to the
allocations system and provide general advice and assistance to applicants
regarding re-housing, referring to the Lettings team where necessary.
Resolve low level anti-social
behaviour complaints. For higher level complaints, record and collate all
necessary information before liaising with the Housing/ASB Officer.
Develop knowledge and understanding
of the principles of tenant participation and bring forward suggestions to
improve tenant involvement.
Assist in the co-ordination of
tenant consultation exercises.
Schedule appointments for Technical
staff and Maintenance surveyors.
Record and action tenant
satisfaction forms for Housing and Maintenance and undertake follow up calls.
Update a tenant’s record if their
Housing Benefit has been suspended or terminated.
Greet and assist visitors ensuring
they are issued with a visitor’s badge and maintain the visitors logging in/out
book.
Income
Collection
Process telephone payments for rent,
recharges, court costs and service charges.
Provide basic information and advice
to tenants in arrears and set up payment plans where necessary.
Maintain knowledge of Housing
Benefit and Universal Credit and advise tenants how to make claims, apply for
backdated payments and ensure that overpayments are recovered at an appropriate
rate.
Action suspended or terminated
Housing Benefit notification letters
General
Administration
File correspondence on property and
tenancy files.
Assist the Head ofCustomer Services in the collection of
monthly cost trackers and ensure the Reactive Maintenance Surveyors carry out
timely checks.
Sort, scan and distribute incoming mail
and frank outgoing mail where appropriate, monitoring the mail book to ensure
that all correspondence is replied to within the Group’s published timescales.
Co-ordinate correspondence from
tenants, general public or other agencies with regard to complaints and general
enquiries in accordance with the set response times.
Co-ordinate meeting room bookings
and ensuring that the public facing areas are maintained to a high standard.
Assist the Head of Customer Services
with the monthly preparation of reports to the Senior Management Team and
contribute to Board reports as and when necessary.
Assist the Head of Customer Services
with the periodic review of the department’s policies and procedures.
Attend contractor meetings and
participate in minute taking.
Respond to all correspondence from
tenants, general public or other agencies politely and promptly in accordance
with set response times.
General
Participate as a member of the
Customer Services team and other working groups as necessary and put forward
suggestions for improving the overall service to customers
Disseminate
information to relevant staff
Ensure that
all activities undertaken are carried out to the highest standards of integrity
and professionalism in accordance with the Group’s policies and procedures and
compliance of the Equal Opportunities, Safeguarding, Confidentiality and Data
Protection policies
Ensure compliance with relevant
Health & Safety Legislation and the Group’s Health & Safety Policies
E.g. Risk Assessment & Method Statements etc.
Be aware of
the post holder’s responsibilities under the Health and Safety at Work Act and
other safety regulations and ensure that safe working practices and procedures
are adopted at all times
Undertake
Mandatory Health and Safety Training when required
Keep abreast
of legislative developments affecting the post holder’s area of work and
undertake training and continual professional development to keep up to date
with their job and its changing requirements
Attend staff meetings and group
briefings when required, and to positively contribute to the collective
strength of the department and Group
Attend appraisals on a regular basis
Assist in the retention of best
practice “badges” such as Investor in People
Assist the process of internal audit
by preparing for audits and co-operating with auditors as and when required
Be proactive in the implementation
of the Group’s Risk Management Policy
This job description sets out the
main duties of the post at the date when it was drawn up.Duties may vary from time to time without
changing the general character of the post or the level of responsibility
entailed, in addition the post holder is expected to carry out other reasonable
duties as requested by the Head of Customer Services.