Customer Service Advisor

1 week ago

StokeonTrent, Stoke-on-Trent, United Kingdom EPIC Housing Limited Full time

Who We Are & Our Journey
Hey there, great to see you looking into EPIC


EPIC Housing is the proud custodian of approximately 1,400 homes across North Staffordshire with properties in Stoke-on-Trent, Newcastle-under-Lyme and the Staffordshire Moorlands.

Our homes come in two flavours; 'social' and 'affordable' rents and our tenants are the real VIPs in our world.


Our focus is always on our tenants and their homes, but we've got an awesome culture too; where we grow, develop, and maybe even have a little bit of fun along the way.

Despite our small crew, we like to keep things interesting and are always looking for opportunities and ways to improve and develop each other, and the way we do things.

'Smarter, simpler and slicker' is our mantra

And it's not just about what you've got on paper.

We want to know about the real you, and how when we work together we bring out the best in each other.

So, here's the scoop, we want someone who can match our values and our game plan to supercharge our services and be a top-notch community landlord for our tenants, their community and team EPIC

Our Way of Working
We're all about keeping things flexible.

We know that the intricacies of life don't stop when you're working so if you need to step away from your desk or run out to grab the kids from school, no problem at all If you want to put in some extra hours to get a task done, go for it—we work on the basis of trust and accountability.

What really matters to us is that the needs of our tenants run through your veins, your success, the quality of your work, and making sure you take care of yourself.


Benefits & Wellbeing
-
No Probation Period
  • We are confident that we have appointed you based on your skills and interview, so why should you prove yourself again with a probation period

-
Work-Life Balance
  • Wellbeing is toppriority to us here at EPIC. That's why we offer a agile approach to enable you to work in a manner to suit you, our tenants and the wider organisation.
-
Christmas Office Closure
  • Enjoy a festive break as we close down the office during Christmas, giving you the opportunity to relax and spend time with your loved ones without the need to use annual leave.
-
Employee Assistance Programme (EAP)
  • All of us from time to time may need some help and support. Our confidential EAP Service can provide this to you, including counselling, and much more.
-
Learning & Development
  • Our E-Learning Platform is accessible to all employees from day one, offering the opportunity to take control and grow within your role and the business as well as professional and personal development that's right for you.
-
Enhanced Maternity, Paternity & Adoption Pay
  • Along with other familyfriendly policies and benefits to help you and your family along the way
-
28 Days Holiday (Pro-Rata)
  • With the ability to buy and carry over leave
And much, much more why not request our benefits handbook?

Our Values
-
Fairness
  • We treat people equitably and make decisions based on facts, not personal opinions.

-
Teamwork
  • We work with our tenants to ensure we deliver good services. We believe that using our combined strengths makes us a better organisation.

-
Respect
  • We treat people with respect and act with courtesy.

-
Understanding
  • We are empathetic, approachable, and act professionally.

-
Excellence
  • We take pride in what we do and strive to improve services.

-
Integrity
  • We are honest, dependable and do what we say we will.

Application Process
-
Salary - £24,000
-
Advert Opening Date - 11th June 2024
-
Advert Closure Date - 9th July 2024
-
Application Method
CV & Cover Letter:


Selection Process
  • One Stage: One-Hour Competency Based Interview

About The Role

Role Responsibilities

  • Deliver a high-quality, first-point-of-contact service to customers and stakeholders, providing accurate information and advice based on established policies and protocols, across a variety of platforms, and signposting to other parts of the organisation and/or partners as appropriate.
  • Deal effectively with inquiries from customers using various communications methods and digital platforms.
  • Undertake various administrative tasks for the business in an accurate and efficient manner, maintaining the integrity of core housing and other related systems.
  • Accurate and timely updating of customer records in accordance with GDPR.
  • Log, order repairs, and carry out associated administrative tasks associated with the delivery of the repairs service, using and maintaining the integrity of core housing and other related systems.
  • Process tenancy terminations and reletting empty properties ensuring established protocols are followed.
  • Assist with income collection as required including taking rent payments.
  • Proactively engage with tenants to fulfil tasks related to delivering excellent custo

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