Customer Support Officer

2 weeks ago

Gainsborough, United Kingdom Acis Group Full time

**Who we are**

We are a welcoming and friendly organisation who provide homes for people who need them and services to help our customers lead better lives. We own and manage more than 7,000 properties across the East Midlands and Yorkshire and the Humber, helping thousands of people in our communities every single day. This includes homes for affordable rent, homes for students and homes for older people. We even develop new homes to help people get on the property ladder. In addition to this, we provide Student accommodation. We support over 4000 learners a year with everything from entry level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our employment and skills team, and CLIP, an education provider. And last but by no means least is our HomePlus division, we want help people stay in their homes for longer - this is where our adaptations specialists come in. From wetrooms to handyperson services, we’ve got it covered when it comes to future proofing homes to help people live independently.

In our teams across our entire organisation, alongside our partners, we have more than 300 people working collaboratively to help raise and realise our customers’ aspirations. Together, we’re honest, positive and ambitious.

**Here's what Hiring Manager, Jacqui has to say about the role**: "This role involves building rapport and trust with our customers to support them to find their best solution to the challenges they face. No one day will be the same you’ll be working with vulnerable customers in various settings, so you’ll need to be adaptable and have the drive to motivate others. The role is best suited for someone who feels passionate about supporting people and making a positive difference and would suit anyone from a similar support role background in social work or social housing tenancy management.

**_
This is a 9 month contract that could be extended to 12 months - 30 hours a week - £26,173.94 pro rata_**

**What a good Customer Support Officer looks like t**
**o us**:

- Motivating and supporting our customers is what gets you up every day. Nothing makes you happier than seeing someone address and overcome challenges, knowing you helped them get there.
- A full driving licence - you’ll be required to travel to all areas where we have customers.
- Knowledge of social housing tenancy management - you’ll need to understand relevant legislation and regulation to ensure tenancy obligations are fulfilled.
- Knowledge of support provision - customers will need a great support package in place to make a real lasting difference.
- Ability to interpret data to identify where support/resources should be targeted - we like to be proactive.
- Ability engage people with support needs - we have a wide customer base and the ability to amend your approach to meet the needs of your audience is essential.
- Experience of planning and providing support - you’ll be experienced in identifying barriers and writing SMART action plans while motivating customers to achieve their goals.
- Experience of establishing relationships with other support providers who can deliver support to our customers.
- Excellent communication skills (oral and written), with the ability to negotiate and persuade and promote the service in a positive and accessible way.
- Computer literate, with knowledge of PC based office management systems
- A qualification in Information, Advice and Guidance would be advantageous

**As a Customer Support Officer, a typical day might include**:

- Delivering our tenancy support service ‘Supporting foundations’ to our customers, helping them to identify, and overcome the life challenges that they face.
- Delivering projects aimed at supporting Acis and non-Acis customers with life skills that open doors to opportunities in the community where they live.
- Carrying out support need assessments and creating individual SMART action plans and working with customers to achieve their best outcome.
- Managing and maintaining your own caseload to deliver best practice and service to our customers.
- Identifying safeguarding concerns such as domestic violence and child abuse
- Work collaboratively with other support service teams to identify support need and create actions plans where customers are at risk of losing their home.
- Attending meetings with our partner agencies and organisations.
- Building relationships with others providing support services across the group to enable us to provide a personalised and holistic approach to support.
- Producing reports and shouting about the positive impact of the service including its social value.
- Leading on growing this area of support for our customers, identifying what they need and how we can support them - accessing a wide range of internal and external support services to ensure their individual/household needs are met and develop projects to s

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