Customer Support Officer

**Who are Acis Group?**

We began as a social landlord providing homes in West Lindsey. Now we provide over 7,000 affordable homes across the East Midlands, Yorkshire and the Humber. Our homes include ones for affordable rent, Shared Ownership, people aged 55 and over and supported housing - but now, we do so much more. We take our roles in our customer’s lives seriously, putting them first in everything we do. And as part of that we’ve grown to provide wider services to truly support the communities in which we work.

In addition, there are over 4,000 learners a year are supported in local communities stretching from Sheffield to Mablethorpe - with everything from entry level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our employment and skills team, and CLIP, an education provider.

This role is all about delivering a service that supports our customers to overcome challenges, making a positive difference to their lives.

**This is a fixed term position**

**Being part of the Acis team, you’ll get**:

- Generous holiday entitlement - At least 25 days annual leave every year, plus bank holidays
- Enhanced pension contributions up to 10%
- The opportunity to undertake professional training, funded by us.
- Staff benefits with Paycare - A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more
- Benefits with Acis Perkz - a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more
- Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
- Long service awards for our loyal employees
- Cycle to work scheme
- Enhanced sick pay scheme
- Enhanced maternity and paternity scheme to support you and your family
- Employee Assistance Programme to give you confidential advice and support, when you need it
- Professional membership subscription to support your continuous professional development
- Death in service benefit

**As a Customer Support Officer (Supporting Foundations), a typical day might include**:

- Delivering our support service ‘Supporting Foundations’ to our customers, helping them to identify and overcome barriers
- Using available intelligence to identify tenancies at greatest risk of failure and plan actions in response
- Developing and maintaining clear and consistent individual action plans
- Safeguarding our customers at all times and making external referrals as appropriate
- Proactively seek out opportunities for partnership working, building a network of relationships and making necessary arrangements with others who may provide on-going support
- Attending a variety of meetings and case conferences such as Neighbourhoods meetings and Safeguarding conferences.
- Producing reports and shouting about the positive impact of the service including its social value
- Leading on growing this area of support for our customers, identifying what they need and how we can support them to access this support
- Working with the wider organisation to ensure customers and their needs are at the heart of decision making and fully understood

**What a good Customer support officer looks like to us**:

- Motivating and supporting our customers is what gets you up every day. Nothing makes you happier than seeing someone address and overcome challenges, knowing you helped them get there.
- Knowledge of support provision - customers will need a great support package in place to make a real, lasting difference.
- Ability to engage people with support needs - we have a wide customer base and the ability to amend your approach to meet the needs of your audience is essential
- Experience of planning and providing support - you’ll be experienced in identifying barriers and writing SMART actions plans while motivating customers to achieve their goals.
- You’ll be experienced working with vulnerable customers with a wide range of support needs. Nothing will phase you and you will approach all situations with a professional, supportive attitude.
- Experience of establishing relationships with other support providers who can deliver support to our customers
- Excellent communication skills (oral and written), with the ability to negotiate and persuade and promote the service in a positive and accessible way
- Computer literate, with knowledge of PC based office management systems
- Good organisational skills and ability to work to deadlines and plan ahead
- A good standard of general education is essential, but qualifications equivalent to A-Levels would be a bonus

**Some of the things that will help you stand out from the crowd**:

- Recent experience of delivering a support service and effectively engaging customers and stakeholders would be great
- A qualification in Information, Adv