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Customer Services Unit

4 months ago

Ballymena, United Kingdom MPA Recruitment Full time

**Job Role**: Customer Services Unit (CSU) Advisor

The CSU Advisor will support the CSU Manager to deliver excellent customer service via the telephone and/or at the public counter acting as a customer advocate across a comprehensive range of housing services.

The CSU Advisor will accurately diagnose and record repairs for Housing Executive tenants and work in partnership with others to resolve issues.

**Location**: Ballymena

**Salary**:£10.98 per hour

**Hours of work**:37 hours per week (Monday to Sunday - 8:00am to 5:00pm)

**The main duties and responsibilities of the role**:
This will include the delivery of a range of services including, but not limited to:
1. Responding in a timely and professional manner to customer contact using a range of communication methods.

2. Recording repairs for customers from various means of contact e.g., phone, counter and web reporting

3. Communicating with customers to understand their query and accurately recording the priority of a wide range of maintenance and heating repairs.

4. Liaising with a wide range of internal and external stakeholders (contractors, maintenance departments, housing, grounds maintenance, Housing Executive tenants)

5. Using a wide range of computer packages to record, manage and retrieve information for example IT systems to accurately record repairs.

6. Implementing/advising on policies and procedures including response maintenance and other business areas where required

7. Take an active and positive role within the team, working together to meet business objectives.

8. Monitoring and escalating maintenance performance issues to CSU supervisor and CSU manager where appropriate

9. Recording Grounds Maintenance repairs & booking appointments for Grounds Maintenance inspections

10. Arranging Gas and other required Health and Safety checks by appointment

11. Carrying out customer surveys when requested

**Additional Requirement**:
Complete a Basic Access NI Check.

**Additional Criteria**:
1. (i) Hold a BTEC National Certificate or equivalent Professional or Technical qualification* (Level 3) plus at least one year’s relevant customer service or general administrative experience

Or

(ii) Have five GCSEs* (Level 2), or equivalent qualification, plus at least two years’ relevant customer service or general administrative experience

Or

(iii) Can demonstrate three years’ experience in a customer advisor role and can demonstrate ongoing learning through completion of relevant courses and/or through relevant supported work place or on-the-job training

*Refer to Qualifications Framework for equivalencies

(i) Experience of direct delivery of relevant customer service to the public via telephone or face to face

(ii) Experience in dealing appropriately with customers in a challenging environment

(iii) Experience in using a range of computer packages including Word, Excel, and Outlook etc.

3. Applicants must demonstrate (_to be assessed at interview_)
- Ability to actively listening
- Attention to detail and organisational skills
- Knowledge of a service or product
- Ability to work as part of a team Customer focus and empathy
- Conflict resolution skills

**Salary**: £10.98 per hour

**Benefits**:

- Free parking
- On-site parking

Schedule:

- Monday to Friday
- Weekend availability

Application question(s):

- ) Hold a BTEC National Certificate or equivalent Professional or Technical qualification* (Level 3) plus at least one year’s relevant customer service or general administrative experience
- Have five GCSEs* (Level 2), or equivalent qualification, plus at least two years’ relevant customer service or general administrative experience
- Can demonstrate three years’ experience in a customer advisor role and can demonstrate ongoing learning through completion of relevant courses and/or through relevant supported work place or on-the-job training

Work Location: In person