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Customer Service Adviser

4 months ago

Cardiff, United Kingdom Taff Housing Association Full time

You will be experienced in delivering high levels of customer service, preferably in a customer service type role but this is not essential. You will have experience of working with a diverse range of people, some of whom may have challenging and/or complex behaviours. You will therefore be a clear communicator, able to work calmly under pressure and represent the organisation in a professional and positive manner.

What you’ll do
- Providing a one stop approach when dealing with enquiries with the aim to resolve them first time around, escalating any complex enquiries when needed.
- Your own personal development and learning about different parts of the business to enable you to answer more complex enquiries.
- Positively contributing to the improvement of services we provide for our tenants and professionals from other organisations.
- Liaising effectively and promptly with members of all other departments within the organisation to ensure that queries are dealt with efficiently.
- Liaising with other agencies including external contractors in relation to repair appointments, police involvement, estate management etc.
- Being open to change and new ways of working.
- Assisting with the improvement and development of systems.
- Accurately recording and maintaining information for different departments using Taff’s internal databases and online software.
- Complying with fire safety procedures as well as testing the fire alarms weekly and printing off a register of staff present when a fire evacuation needs to take place.
- Being aware of any safeguarding issues and raise any concerns to management.
- Regularly reflecting on the service you provide, learning from experiences and adapting approach where necessary.
- Suggesting new ideas and improvements.
- Managing back-office operations such as staff ID cards, keys, fobs, incoming and outgoing post, coding invoices, and taking deliveries.

**THE PERSON**

**Essential Skills, Experience and Qualifications**:

- Outstanding interpersonal skills.
- Educated to GCSE level or equivalent experience with the ability to communicate verbally and in writing to a high standard.
- Experience of working in a customer service orientated role with a commitment to customer care and excellent service delivery.
- The ability to remain calm in challenging situations and work effectively and professionally under pressure with problem-solving confidence and patience.
- Experience of working within the social housing sector with a good working knowledge of repairs, housing management, rent collection and community investment.
- Experience of providing a high level of administration support.
- Ability to analyse and use data to assist in delivering efficient services.
- Ability to deal with sensitive and personal information correctly in compliance with the General Data Protection Regulations.

**Desirable** **Skills, Experience and Qualifications**:

- Be fluent in a relevant community language other than English.
- Hold a relevant housing qualification

**We'd also need you to**:

- Digitally savvy, able to use Taff's latest technology / kit.
- Comfortable to work in an agile environment, with a focus on 'getting the job done'.
- Actively anti-racist and tackle all types of discrimination, not just for our customers, but for our colleagues too, welcoming and celebrating difference.
- Possess a positive 'can do' attitude and actively contribute to
- creating an awesome Taff culture.

**We ask all Taff employees to**
- Keep up to date with changes in systems, policies, procedures and working practices
- Take ownership for your personal safety and that of those around you
- Take the opportunity to develop your skills and knowledge
- Contribute to a happy and positive workplace

*This job description is indicative of the range of current duties and responsibilities for the post. It is not comprehensive. This post is expected to develop over time with the skills and knowledge of the post holder and it is essential therefore, that it is regarded with a degree of flexibility, so that changing needs and circumstances can be met. All changes will be discussed with the post holder. Key terms related to this role: Supported Accommodation, Cleaning, handyperson, Cleanliness, Hygiene, Health and Safety, Caretaker, Clean, Cleaner, Domestic, worker, part-time, household, house, flexible hours, maintenance, plumbing, carpentry, gardening, joinery task, furniture installation.

**Job Types**: Full-time, Fixed term contract

**Salary**: £24,070.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Free or subsidised travel
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

Work Location: In person

Application deadline: 06/03/2024
Reference ID: TAFF004