Frontline Fife | Customer Experience Assistant | Kirkcaldy

3 weeks ago

Kirkcaldy, United Kingdom Frontline Fife Full time

Post Purpose In support of ending homelessness, the postholder will be responsible for providing a first-line response to all inbound enquiries and questions via telephone, email, and other digital communications, and assist service delivery teams to provide the best possible support to those at risk of housing insecurity and homelessness.
As this is a key role within the charity, the postholderwill have oversight of the charitys service provision, assist service managers to collate and utilsie customer feedback information and have responsbility for maintaining customer service feedback data.
Having a compassionate approach and ensuring effectiveness and efficiency is maintained is of utmost importance.
Team PurposeThe overall aim of Frontline Fife Homelessness Services is to end homelessness across Fife through preventative action and by assisting people to choose the life they aspire to.
Our team endeavours to promote self-valuing and wellbeing for all.
Duties/Responsibilities Duties and Responsibilities include the following: Clerical / Administration First response to all inbound enquiries, phone calls,and initiate customer referrals.
Maintain Front of House delivery, ensuring Frontline Fife offices are a welcoming and safe to visit and work in.
Assist service managers to gain and collate customer feedback data (including customer exit survey and equality data) and summarise findings to inform service improvements and identify unmet need.
Support the administration function and collation of relevant data sets, ensuring quality data entry and output is maintained.
MaintainFrontline Fifes in house crisis foodbank arrangements and ensure easy access to food and other resources for thosebooking into temporary accommodation or when customers are experiencing crisis.
Team Working As a member of the wider Frontline Fife team: Participate in internal and external meetings, liaise with a range of different agencies to ensure the provision of high-quality service Actively support promoting the charity and organising fundraisingcampaignsPostPUrpose Work to promote positive relations and share better practice Learning and development Take ownership of ones own continuous professional development.
Participate in training, and continuous development and learning.
Develop effective communication (and other) skills which promote effective strength base practices.
This job description must be read in conjunction with the general requirements of Frontline Fifes Policies, Procedures and Performance Appraisal System, and the Standards set by appropriate Regulating Bodies.
Frontline Fife is an equal opportunities employer.
Person Specification Attributes: Essential Knowledge and experience in customer service Experience of meeting targets and achieving requirements and deadlines Data input experience Desirable At least two years experience of working in a busy office environment.
Experience of working in the Voluntary Sector.
Understanding of homelessness and the impact of poverty Education, Qualifications & Training Essential 3 Higher Grades (level C) or equivalent to include Maths and English.
Willingness to learn and develop ones skills and knowledge.
Desirable Tr aining in customer service Qualification in Business and Administration or working towards a qualification.
Skills, Abilities & Knowledge Essential Good organisational and self management skills Skilled in using Microsoft Office 365 Packages, databases, internet Ability to work independently and within teams Positive thinker, able to build rapport and create solutions Desirable Knowledge of current issues affecting social services and social care.
Full Valid Driving License and access to own transport (with business insurance) or otherwise be able to travel throughout Fife.?
Interpersonal & Communication Skills Compassionate and non judgemental approach when delivering customer service Confidence in call handling Ability to establish and maintain productive relationships both within and out with the organisation Able to maintain professional boundaries and uphold confidentiality Desirable Ability to recognise and manage own stress and/or seek support Confidennce in handling customer needs and demands Training in data security, handling sensitive and personal data/information.
Value Base Commitment to maintainingservice quality standards and improvement A belief and evidence of working to the values underpinning social inclusion, dignity and respect Willingness to challenge the status quo in a positive manner JBRP1_UKTJ

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