Customer Service Advisor

Job description

**Vacancy**:Customer Service Advisor (20hrs, 12 month FTC)

**Closing Date**: Sunday 1 September

**Salary**: £25,347.62 pro rata

**Contract**: 12 month FTC

**About the vacancy**:
In this role you will deliver services to NCH customers, in line with the agreed ways of working. Take ownership and responsibility for your work and work collaboratively and flexibly with colleagues in other teams to deliver a seamless service in line with our ‘one team’ approach.

**Specifically, the role will**:

- You will support the delivery of all first-point-of-contact services to customers across all touch points, using what customers tell us to shape services, homes and communities.
- You will be responsible for resolving customer enquiries and collating customer insight information at first point of contact.
- You will engage with local networks and partners to provide and deliver effective services or signpost where appropriate.
- You will deliver customer service and relevant administrative functions to achieve resolution at first-point-of-contact, tailored to customer requirements.
- You will use multiple digital channels, promoting channel shift at every opportunity and providing services within defined standards.
- You will ensure customer profiling and customer feedback is collected at source for service improvement purposes.
- You will provide customers with details of rent balances, payment methods and take customer payments.
- You will deal with requests from customers who need repairs to their home, arranging suitable appointments and liaising with colleagues in property services teams to ensure repairs are carried out effectively and efficiently.
- You will assist with customer satisfaction monitoring.
- You will be responsible for identifying areas where services can be improved and share this learning with the association.
- You will log customer complaints and seek to resolve them.
- You will act upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
- You will keep abreast of all relevant legislation and good practice issues relating to the role.
- You will be responsible for the identification and management of business risk.
- (Please refer to the attached role profile for more information.)_

**Application Process**:
**Your NCH, our comprehensive benefits package**:
We believe NCH 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 operate two pension schemes, one with Aviva Pensions, and one with the Local Government Pension Scheme (LGPS). Aviva Pensions is a defined contribution pension scheme. LGPS is a defined benefit pension scheme with generous employer contribution values. You may be able to transfer in any other pension you have within your first year of service.

**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):
NCH 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, Enhanced Maternity/Paternity/Adoption and Sick leave and a sabbatical leave policy.

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

**Social Events Committee**
Subsidized events available for colleagues and their families to attend Examples of trips include Drayton Manor, Legoland, and buses to visit Christmas Markets in London and Birmingham

**Sabbatical Leave Policy**:
**Recognition Awards**:
We run a colleague led recognition award which encourages colleagues to recognize the achievements of their peers and celebrate the fantastic work we have carried out over the past 12 months.

**About Newport City Homes**

Newport City Homes (NCH) has a significant presence in South-East Wales, we have a responsibility to make sure our customers, communities and colleagues are given opportunities to grow and succeed as we respond to the significant challenges ahead.

Here at NCH, our true responsibility is to ensure that we create an environment that is equal and fair for all, but this does not mean simply treating everyone the same. As an employer we want everyone to feel supported, valued and treated with respect and kindness, this touches on every aspect of who we are as an association and is one of the cornerstones of how we work. That is why inclusion is one of our values and why we are building our systems, processes