Customer Experience Hub Assistant

Vacancy: Customer Experience Hub Assistant, 35hrs

Closing Date: Tuesday 2 December

Shortlisting Date: Wednesday 3 December

Interview Date: Thursday 11 December

Salary: £23,349.58

Accountabilities and responsibilities

• To operate within a multi-channel contact centre, ensuring that queries via all channels are dealt with promptly and accurately on a first-time resolution basis. Assistants will update the Housing Management system with thorough details of resident contact.
• To provide comprehensive administrative support, enabling the effective delivery of services to residents. This includes using Contact Management to ensure that call back requests are made on behalf of residents if assistants are unable to answer queries.
• To deal with requests from residents who need repairs to their home and liaise with them to diagnose repairs and arrange suitable appointments, providing advice to residents on self-repair/resident responsibility, identifying and advising on rechargeable repairs.
• Assistants will have individual responsibilities for tasks allocated to them by the Contact Team Officers and Advisor and will work on their own initiative to complete such tasks.
• To provide a professional reception service to all visitors to and to deliver associated tasks.
• To ensure that residents and prospective residents receive the maximum possible information about the services provided by the Association.
• To ensure continuous improvement, initiating, contributing, facilitating and responding to change in a positive manner.
• Utilise a person-centered approach when communicating with residents.
• Demonstrate a commitment to customer care, safety, privacy, and equality by complying with all relevant policy and procedures, in particular those relating to: Health & Safety Legislation – to ensure that safe working practices and procedures are adopted at all times. | GDPR legislation – to act in compliance with GDPR and data protection laws, ensuring adherence to GDPR standards. respecting confidentiality and privacy, and protecting data subjects' rights. | Equality & Diversity – supporting the principles and practice of equality of opportunity as set out in the Association's Equality & Diversity Policy.
• To undertake any other relevant duties as determined by the Line Manager, Association or Chief Executive

For further information about the role, please contact

Application Process:

We require an application form to be completed for every role.

We do not require recruitment agency support at this time – all speculative CV's will be treated as a direct application.

Your Hedyn, our comprehensive benefits package:

We believe Hedyn is a great place to work and it's important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

Enhanced Pension Scheme:

We offer an attractive pension scheme with generous employer contributions.

Enhanced Annual Leave:

You'll start on 25 days annual leave (+ Bank Holidays) which would increase to 30 days following 3 years' service.

Agile Working Policy (dependent on role):

Hedyn work with the philosophy that 'work is something you do rather than somewhere you go.'

Health and Wellbeing:

We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

Development:

We offer many professional and personal development options such as paying for professional membership, sponsored study opportunities and career progression and development.

We want you to be at your very best. Please feel free to let us know of any changes we can make at any point in the recruitment process that will help support your application.

If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we'd love to hear from you.