Customer Service Advisor

2 weeks ago

Exeter, United Kingdom CORNERSTONE HOUSING LTD Full time

Full time
6 month fixed term
£22,000 per annum (pro rata)

OVERALL AIMS OF THE JOB:
To provide excellent frontline services to our customers, potential customers and to internal colleagues.

MAIN TASKS:

- To provide a friendly, knowledgeable, helpful and efficient front line service
- To diagnose and schedule maintenance works in our customers’ homes
- To provide administrative support to the wider organisation

JOB ACTIVITIES:
1. FRONT LINE CUSTOMER SERVICE

1.1. Demonstrate and promote a culture of high quality customer care.
1.2. Respond positively, kindly and with empathy using all of methods of communication.
1.3. Provide an efficient service, ensuring customers receive a prompt response within expected or agreed timescales.
1.4. Give accurate information and advice on a wide range of queries, including those associated with tenancies, rent, moving home, neighbourhoods, maintenance of homes, and customer engagement.
1.5. Take ownership of queries and concerns, liaising with other colleagues and agencies as needed to resolve queries at the first point of contact, wherever possible.
1.6. Proactively manage initial concerns and feedback to prevent escalation to complaints and to identify areas for learning and improvement.
1.7. Follow our policies and procedures related to health, safety and wellbeing, ensure that safeguarding concerns are shared appropriately.
1.8. Correctly signpost or refer matters on for further investigation or advice where needed.
1.9. Be proactive to improve the quality of the customer and property data that we hold, filling in gaps and updating information at every appropriate opportunity. 1.10. Document communications accurately and appropriately on our databases.

2. DIAGNOSE AND SCHEDULE MAINTENANCE WORKS
2.1. Communicate effectively with customers to try and diagnose minor maintenance issues in their homes, give advice and information about maintaining a healthy home, and support them to use self-help methods where possible.
2.2. Arrange for Cornerstone’s property surveyor to visit customers’ homes to diagnose more complex maintenance issues as required.
2.3. Book appointments for our internal and external contractors to complete the work, ensuring that work is effectively scheduled and use of available resource is optimised.

3. ADMINISTRATION
3.1. Provide a wide range of general administrative tasks to support the needs of customers and colleagues across the wider business. This may include, but is not limited to:

- Scanning and accurately filing documents to digital systems
- Processing and distributing incoming and outgoing mail
- Basic letter writing and mail merges
- Organising meetings/events and minute taking
- Maintaining office supplies
- Data entry onto various different systems
- Preparing and collating tenant information and handover packs
- Liaising with contractors and external suppliers
- Updating our property and assets register
- Maintaining vehicle fleet information

4. GENERAL DUTIES

4.1. Promote Cornerstone’s vision and values in all that you do.
4.2. Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.
4.3. Ensure that you are fully acquainted with and follow the law, regulation, policies and procedures as they relate to your post.
4.4. Ensure accurate records are kept on files and databases and that confidentiality and data protection requirements are adhered to.
4.5. Work to ensure the health and safety of customers and colleagues. Observe and promote Cornerstone’s Health & Safety policies and procedures at all times.
4.6. Treat customers and colleagues with respect ensuring people feel included and that diversity is celebrated and valued. Observe and promote our Equality, Diversity & inclusion policies and procedures at all times.
4.7. Ensure Cornerstone’s financial procedures are followed.
4.8. Work efficiently and effectively with a focus on value for money.
4.9. Take ownership of your own professional development as relevant to your role. 4.10. Keep all duties of the post-holder under review and make recommendations for any improvements in policies and procedures to your line manager.
4.11. Occasional after hours work may be required within the scope of the role. 4.12. Any other duties appropriate to your position as may be identified from time to time.

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

**Salary**: £22,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Sick pay
- Wellness programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- EXETER: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Application deadline: 27/02/2023
Reference ID: CSA6FIXED

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