An exciting opportunity has arisen to join the Customer Service Team at Town & Country Housing - advert closed 3rd September within Interviews taking place on 11th September.

KEY RESPONSIBILTIES

• Ensure effective customer contact is achieved within set timescales, and in line with policy and procedure, using all communication platforms, including taking telephone calls and responding to e-mails/webchats.
• Respond to online customers general/ repairs enquiries and provide standard written responses in line with guidance.
• Taking customer repairs calls, diagnosing issues & booking repairs appointments.
• To maintain accurate and timely record keeping.

• Participate in training, following identification of needs through a training needs analysis.
• Take an active role in the implementation of new customer service initiatives.
• Participate in projects and working groups at the request of the Customer Services Manager.

• Assist the Customer Services Manager in the implementation of policies and processes aligned with a good customer experience, with a view to improving performance by listening to and acting on customer feedback.

• Assist with the creation and review of -processes- for the customer services team and ensure processes -are adhered to.
• Ensure full business continuity is achieved by providing cover for the operation where necessary, this may include working in any of our offices from time to time.
• Apply professional curiosity to help identify if residents'' have circumstances which may make them potentially vulnerability and if they have additional support needs; signpost to internal and/ or external support services.

• Promote resident engagement opportunities and capture resident feedback to support our resident engagement objectives, with a view to continuous improvement.
• Effectively liaise with other departments/staff/outside agencies as appropriate.
• Provide day to day facilities cover as needed.

GENERAL

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of individuals.
• To actively contribute towards the key performance indicators and professional standards.

• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To participate in training, attend other meetings, and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the Group.
• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
• Maintain awareness of budget requirements and value for money while delivering your role.
• Consider and highlight any risk to the organisation or individuals whilst delivering your role.
• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
• This role may involve visiting other offices from time to time

This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.