Customer Service Advisor

1 month ago

Exeter, United Kingdom CORNERSTONE HOUSING LTD Full time

**Closing Date** - 13th August 2023
**Shortlisting** - WC 14th August 2023
**Interviews** - WC 21st August 2023

**Salary**: £24,100 per year (pro rata) depending on experience
**Hours**: 14 hours - across two days 9 am - 5 pm.
**Location**: This role is based in our modern Exeter city-centre offices.

**Housing people is diverse and interesting work**
As a growing housing association, based in the heart of Exeter, we are looking for outstanding people with a passion for housing and the motivation to make a real difference to people’s lives.

**We are seeking a Customer Service Advisor to join Cornerstone in our Housing Team**
You will be providing frontline services to our customers, potential customers and colleagues. You will promote Cornerstone’s values and engage in a culture of high quality customer care, responding positively, kindly and with empathy to our broad range of customers.

If you’re looking to develop your career and would like the opportunity to work in a team that prides itself on good customer service and finding solutions, then we want to hear from you.

**As Customer Service Advisor your main tasks will be to**
- 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.
- Proactively manage initial concerns and feedback to prevent escalation to complaints and to identify areas for learning and improvement.
- 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.

We are looking for someone who is committed to providing the best possible service to customers, while treating people with respect, celebrating and valuing diversity, and promoting equality and inclusion. In return we offer a positive and supportive working environment with excellent opportunities for professional and personal development.

**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 book maintenance works in our customers’ homes
- To provide administrative support to the wider organisation

**JOB ACTIVITIES**:
**FRONT LINE CUSTOMER SERVICE**
- Demonstrate and promote a culture of high quality customer care.
- Respond positively, kindly and with empathy using all of methods of communication.
- Provide an efficient service, ensuring customers receive a prompt response within service standards or agreed timescales.
- 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.
- 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.
- Proactively manage initial concerns and feedback to prevent escalation to complaints and to identify areas for learning and improvement.
- Complete outbound customer satisfaction surveys.
- Follow our policies and procedures related to health, safety and wellbeing, ensure that safeguarding concerns are shared appropriately.
- Correctly signpost or refer matters on for further investigation or advice where needed.
- 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.
- Document communications accurately and appropriately on our databases.

**DIAGNOSE AND BOOK APPOINTMENTS FOR MAINTENANCE WORKS**
- 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.
- Book first appointments for repairs or inspections into trade calendars, liaising with the Property Services Team as needed as part of an effective repairs service for customers.

**ADMINISTRATION**

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

**GENERAL DUTIES**
- Promote Cornerstone’s vision and values in all that you do.
- Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of

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