Apprentice Customer Services Officer

**Customer Services Officer Apprenticeship** **37hrs per week - £11,575.75 per annum** East Boro Housing Trust is a registered provider of social housing that seeks to positively impacts the lives of people. We are proud to create opportunities that make things happen - for people and families. We’re a busy team with lots to do. We can only achieve this if we've got the right resource, so we look for people and partners with as much enthusiasm and passion as we have for making things happen. We have an exciting opportunity for a customer service officer apprentice to join our team in Wimborne, working to provide customer services to our residents across our housing portfolio in the Poole, Bournemouth, and Dorset area. **The Role**: You will work directly with residents, assisting them to access a wide range of Trust services within our busy Contact Centre environment. To further develop your knowledge, workshops and other training activities will be provided. **About You**: You are genuinely commitment to excellent customer service and making a difference to our residents that we are most interested in. Have good written and verbal communication skills are also vital. **Post**:ApprenticeCustomer Services Officer **Responsible To**: Customer Services Manager **Service Unit Provision**:Housing Services Purpose: Working as part of the Housing Services Department to provide a first class housing service for all tenants and customers and deal with general enquiries on a wide range of housing related issues. **DUTIES & RESPONSIBILITIES** Customer Services - To respond to a wide range of enquiries from tenants, residents and other customers e.g. repairs requests, referral, housing benefit, rent, service charges, complaints and customer support enquiries - Providing a "first point of contact" service for customers, staff, commissioners, stakeholders and members of the public. Creating a "first time resolution" team culture when handling enquiries, requests and complaints; linking customers with relevant departments, duty staff and undertaking the necessary administration and monitoring - Ensuring call handling communication records are up to date, factual and accurate - Building effective working relationships within the housing services department and across the Trust - As member of the repairs and compliance team be the first point of contact for customers and staff throughout the organisation on all enquiries - Handling or advising on complex calls and queries - Deal with enquiries on Housing Management, Maintenance and Housing Support - First time resolution of informal complaints - To accurately collect and record customer information, and where necessary, complete timely referrals to either internal or external contacts as appropriate - To produce letters, reports and other documents as required within the administrative function of the housing services department. Administrative Support - To provide comprehensive administrative support to the housing services department. This includes: - Management of tenancies - Repairs and programmed maintenance - Property compliance - Gas servicing - Estate management - Tenant participation - Maintenance of the reception area and information leaflets - Use electronic housing management and maintenance systems to effectively record all contacts with customers and relevant details to enable effective data management and reporting - To raise purchase orders, progress goods receipt notes and ensure administrative functions are progressed in an efficient and timely manner - Deal with replacement/s and/or repairs of individual flat or communal furniture and white appliances in conjunction with support/care providers. - To be responsible for collation of service performance data and related indicators including the extraction of performance reports **Day to Day Repairs and Void Management** - To ensure that all repair requests and works orders are processed and completed in accordance with the Trust’s policies and procedures - To create and arrange maintenance/investment works appointments with customers in accordance with the Trust’s policies and procedures utilising the appointment scheduling system. - To update, record and process invoices for approval by the Repairs and Estates Manager or Director of Housing Services and administer tenant recharges - To maintain repairs records relating to voids and liaise with scheme staff and the Lettings and Income team to ensure prompt letting of voids. - To provide regular reports and update computerised and manual maintenance records and systems. - Ensuring the team are complying with service standards and performance targets - Conduct customer repair satisfaction/checks surveys **Servicing Contracts** - To assist in obtaining quotes for works and raising purchase orders as required. - To be responsible for the timely recording, scanning and distribution of service/installation certificates, as required. - To be