Customer Services Advisor

7 months ago

Islington, United Kingdom Cleantech People Full time

**What's involved with this role**:
**Job Ref: Islington RQ1199998**

**_A standard DBS disclosure is listed as a requirement for this role_**

The team requires a Customer Services Advisor to be responsible for a caseload of complaints and member’s enquiries relating to Housing Needs and Strategy, Homes and Communities and New Build directorates, under the Corporate Complaints Procedure.

You should have at least 18 months’ experience of dealing with complaints, member’s enquiries and customer enquiries in a local authority or social housing environment.

You will have a good level of IT competence including familiarity with Microsoft Word, Excel and Outlook.

**Key Responsibilities**:

- To regulate the quality of complaints and member’s enquiry responses, ensuring they are responded to comprehensively and within the timeframes set out within corporate procedures.
- To be responsible for problem solving and ensuring responses to complaints are appropriate, timely and, where possible, prevent the escalation of the complaint.
- To issue determinations in relation to complaint outcomes, with a focus on early dispute resolution.
- To ensure that the department offers a customer-focused response to complaints and representations from complainants, the public and other agencies.
- To act as the customer-facing point of contact for complaints, member’s enquiries and service requests.
- To cover the administrative duties associated with the Customer Solutions team when necessary.

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**_If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity._**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:
**Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.**

**Experience**:

- At least 18 months’ experience of dealing with complaints, member’s enquiries and customer enquiries in a local authority or social housing environment.
- At least one year’s experience of producing written correspondence to service users, their advocates and other agencies.
- Experience of identifying learning and trends in relation to complaints and producing written reports

**Key Skills**
- Ability to quality check investigations and responses to complaints and other representations from members of the public and elected members (councillors) ensuring they are dealt with sensitively, fairly and effectively.
- Highly customer focused with a commitment to providing quality customer service.
- Ability to carry out effective liaison and, where appropriate, mediation between Housing staff and members of the public in order to achieve the early resolution of complaints.
- Good knowledge of housing legislation, working practices and procedures, and the ability to recommend solutions within accepted practices.
- A good working knowledge of the Data Protection Act 2018
- A strong and demonstrable commitment to meeting deadlines, delivering KPIs and raising compliance.
- Good communication and inter-personal skills including the ability to communicate effectively and confidently with officers, councillors and the public.
- Ability to negotiate and influence teams and service managers in the timely resolution of complaints
- Ability to prioritise correspondence and contacts to ensure urgent matters are dealt with appropriately.
- Ability to set up and maintain systems to enable the service to monitor the progress of complaints and performance in relations to achieving statutory and internal performance requirements and timescales
- A good level of IT competence including familiarity with Microsoft Word, Excel and Outlook

Am **Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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