Customer Services Advisor

7 months ago

Islington, United Kingdom Cleantech People Full time

**What's involved with this role**:
**Job Ref: Islington RQ1230746**

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

The team requires a Customer Services Advisor to join the Housing Property Services within the Repairs Team.

You will have considerable proven experience of delivering front line customer focused services, including experience of responding to and resolving complaints and ideally previous experience of working in a social housing environment.

**Key Responsibilities**:

- To ensure complaints are dealt with and responded to within time frames and monthly targets are met.
- To ensure that all duties are being carried out satisfactorily and to the required professional standard and the processing of payments and invoices as required.
- To ensure that proper systems are in operation to monitor complaints and enquiries concerning service delivery and to liaise with other parts of Property Services in the investigation of complaints from the public or local ward Councillors.
- To attend and minute meetings, including public meetings, as directed by the CSM.
- To maintain effective internal communication systems to ensure the speedy generation and receipt of information.
- Assist the CSM in ensuring that internal and external meetings are serviced and surgeries are held to enable customers to engage with the service.
- Assist in the planning and implementation of customer consultation exercises in conjunction with partners to ensure that customer needs are identified and learning is implemented by service providers.
- To receive, respond to or refer telephone calls to the appropriate officers, as required.
- To maintain the highest professional standards for the Property Service administration service in accordance with Council Policy, and to monitor service delivery to ensure that the required standards are attained.
- To provide the administration and support services in such a manner as to ensure that good public relations are maintained at all times.

**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**:

- Considerable proven administrative and finance experience including extensive experience of office computer and cash handling systems
- Considerable proven experience of delivering front line customer focused services, including experience of responding to and resolving complaints
- Experience of working in a construction or contract administration environment with knowledge of contracts,maintenance and project management
- Experience of working in a social housing environment

**Skills & knowledge**:

- To have a good knowledge of housing and repairs services and able to deal appropriately and effectively with council tenants and leaseholders both in person and on the telephone
- To be numerate and literate commensurate with the requirements of the post
- Ability to investigate and respond formally to complaints and members enquiries and deal with a range of correspondence
- Ability to maintain record systems and administrative procedures, in support of the housing service
- Ability to ensure that standards and performance targets are met
- Ability to monitor and control procedures and to recommend improvements to council/contractor processes that will improve the customer experience
- Ability to adopt a flexible approach to team working, be self-motivated and be able to demonstrate an ability to work on your own initiative
- Ability to attend and minute meetings and occasionally attend meetings and events out of normal working hours

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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