Customer Service Advisor

3 weeks ago

Abergele, United Kingdom Cartrefi Conwy Full time

We are currently seeking a new member of our fantsatic Customer Service Team, to support the organisation to deliver outstanding results.

**JOB DESCRIPTION**

**SALARY DETAILS** Up to £23,182 per annum

**2. PURPOSE**
To assist in the provision of a high-quality customer focused service to tenants, applicants and enquirers contacting the association by phone or face to face; providing a primary point of contact for tenants, and where possible, delivering the service they require and undertaking routine administrative functions in support of the organization.

**3. DIMENSIONS Scale & Diversity**

Handle calls covering customer requests, complaints, follow up work and general enquiries in a busy contact center environment

**4. MAIN ACCOUNTABILITIES**

Occasional cover on reception to ensure callers and office visitors receive an excellent first contact experience and to support the efficient running of the offices generally by working in accordance with relevant policies and authorization levels, for example;
- Implementing office security and visitor procedures
- Managing deliveries and internal/external mail for the offices by receiving incoming mail, date stamping, sorting and distributing for Cartrefi Conwy and preparing outgoing mail.
- Receive and date (not open) and keep secure any Tender documents ensuring safe handover to the appropriate Officer.

To signpost people to relevant internal contacts and liaise directly with other teams to ensure that correct information, support and advice is given first time.

To provide and assist in general administration activities; monitoring, updating and maintaining

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records or supporting the timely communication to others, for example letters, mail shots, tenant profiling.

External liaison with other organisations and agencies on behalf of Cartrefi Conwy, as required, including seeking feedback from customers on behalf of the organisation in order to improve services, for example conducting customer satisfaction survey calls.

Provide an accurate diagnosis and raise appropriate tasks to resolve tenant requests via the repairs free phone and make appointments in accordance with the Repairs Policy.

Provide Cartrefi Conwy with general administrative support, for example, receiving and dealing with enquiries (either directly or by referral to appropriate person), raising purchase orders,, maintaining back office systems, filing photocopying, adhering to system procedures to ensure data accuracy.

To provide relief cover, as and when required, at other Cartrefi Conwy locations throughout the County of
Conwy

Assisting Work Schedulers in peak periods or periods of leave.

**5. CORPORATE ACCOUNTABILITIES**
To actively support the overall delivery of Cartrefi Conwy’s objectives to provide an excellent, innovative and truly customer focused service.

To contribute to community involvement and tenant participation activities as required.

As a representative of Cartrefi Conwy, to, promote and maintain a positive attitude and image at all times.

To positively promote Cartrefi Conwy’s values; constructively challenging traditional ways of working, contrary behavior or comments.

To ensure feedback is actively sought in order to inform service improvement for customers and develop more efficient and effective ways of working.

To ensure compliance with Cartrefi Conwy’s Standing Orders, policies and procedures, standards of probity relating to the organisation’s charitable status and Welsh Assembly Government Regulation.

To support the development, review and implementation of policies and procedures, in particular of: o Health, safety and welfare initiatives o The associations principles on Equality and Diversity o Risk management initiatives o Performance management practices

To utilise ICT technology and systems effectively by developing appropriate skills, adopting efficient business processes, and maintaining data securely and accurately.

To work collaboratively in cross functional working groups where required

**6. WORK CONTEXT**

The post is predominantly office based with the requirement to travel locally on occasion for example to attend internal meetings or support tenant events. The regular use of ICT systems and technology is a

Version 4 August Page 2 of 5

requirement of the post.

**7. AUTONOMY AND DECISION-MAKING**
The post is expected to operate within agreed policies and procedures.

Examples of the decisions the post can take are:

- Providing or directing customers to the correct information.
- Arrange appointments.
- Re-appoint work in consultation with tenant.

Examples of decisions that are referred are:

- Any items involving expenditure.
- Policy decisions.

The post holder has some freedom to plan the order of activities within the day according to priorities; however an element of the role will require the post holder to meet strict deadlines.

**8. COMMUNICATIONS**
Cartrefi Conwy offer.

**9. AREAS OF

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