Customer Service Advisor

5 months ago

London, United Kingdom NFP People Limited Full time

Customer Service Advisor

We are looking for an experienced Customer Service Advisor to join a team at an organisation making a real difference to women's lives.

Position: Customer Service Advisor

Location: Wood Lane, London / Hybrid

Hours: 1 full time 35 hours per week, x 1 part-time variable

Contract: Permanent

**Salary**: £26,425 per annum

About the role:
To support the growth of the organisation and continue the commitment to providing excellent customer service, we have created new posts of Customer Services Advisor to manage our first contacts with residents. Reporting to a Customer Services Manager you will be part of a Customer Resolution and Engagement team responsible for ensuring our residents receive great customer service and including resolving queries and organising repairs.

Key responsibilities will include:
*Being the first point of contact for residents, applicants, contractors and staff regarding housing matters and responsive repairs, raising accurate works orders, keeping records up to date and ensuring that residents are kept informed of progress and any agreed actions.
*To prepare purchase/works orders for property related services for authorisation. To manage costs, matching invoices with orders where necessary, to ensure value for money and prompt payment to suppliers, contractors, and consultants.
*Assist the housing team to achieve agreed performance targets for arrears management by taking rent and service charge payments and referring concerns about tenant financial welfare to the financial inclusion officer.
*Support the management of voids and lettings through advice and contact with transfer, nominations and applicants and ensuring information is kept up to date.

About you:
You will already be working in a customer focused environment or public/social setting and have a track record of providing excellent administrative services, including accurate minute taking, data management and ensuring data integrity. You will have at least intermediate MS Office skills, particularly Excel, Word and MS Teams and be able to provide data in a way that can be easily understood. You should understand basic property maintenance and (preferably) health and safety compliance for housing associations. A good understanding of social housing is preferred but not essential - a great attitude and excellent written skills, respect for our residents and a commitment to supporting a property services team is of greater importance.

To perform well in this role, you'll need:
*Experience in delivering high quality customer service, including remaining calm during difficult conversations and being empathetic.
*Experience in organising and coordinating activities to tight deadlines and within a clear framework.
*Demonstrable evidence of using Microsoft Office software effectively in a work environment.
*Experience in administrative support to others with excellent verbal communications skills and the ability to engage professionally with a range of people at all levels within the organisation.
*Experience in handling a high volume of customer calls.
*Ability to deal robustly with difficult issues and achieve positive outcomes.
*Ability to work effectively and update IT software packages.
*Able to work collaboratively with colleagues.

About the organisation:
The organisation was founded in 1920 by women and men who understood the challenges faced by women trying to secure affordable, safe, and independent housing at the time. The need for safe, secure, affordable housing for single women is as great as ever. They remain committed to making a positive difference to women's lives by providing high quality homes and services.

Their vision is to make a positive difference to women's lives. Their mission is to provide homes and services which offer a springboard to independent women to achieve their potential and influence others to do the same. Their values, co-created with their staff and residents, reflect both their history and their future: Positivity, Integrity, One team, Never forgetting the customer, Equality, Empowerment and Responsibility.

You may also have experience in areas such as: Customer Service Executive, Customer Service Advisor, Customer Service Assistant, Customer Service Operator, Customer Service Call Centre, Helpline Advisor, Call Centre Operative, Call Centre Worker, Contact Centre Advisor, Customer Service Contact Centre Advisor, Housing Officer, Housing Advisor, Housing Advice, Social Housing Advisor, Housing and Benefits Advisor, Customer Service, Contact Centre, Call Centre, Benefits and Housing Advice, Telecare Centre Advisor.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.

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