Job Details

As Customer Service Advisor, you will be responsible for the provision of an effective and responsive customer service, dealing with enquiries in a timely and appropriate manner. Your main focus will be on housing services, such as logging repairs. You will provide internal and external customers with a first class ‘Single point of contact’ service, and an excellent customer focused advisory service that promotes Advance as the service provider of choice.

• Providing support and assistance to customers reporting housing repairs, ensuring that the correct diagnosis is given and the job is logged to the appropriate contractor.
• Ensure that all calls are answered within appropriate timescales and either dealt with to satisfactory conclusion or passed through to the appropriate department/representative.
• To answer housing enquiries of a wide range in nature. Where support cannot be given immediately, ensure that the customer is informed of the actions taken and how they will be contacted regarding their enquiry and within what timescale.
• Provide a range of appropriate assistance to customers in accordance with policies and procedures to ensure they receive accurate, up-to-date information.
• Filter mail, email and telephone calls and deal effectively and professionally check and provide relevant information.
• Liaise with other teams or external service providers if required to respond to customer repairs and queries and/or signpost customers to other appropriate agencies/departments.
• Accurately record actions taken and/or decisions made and maintain records as required to provide an auditable advice trail that ensures regulatory and procedural compliance.
• Maintain professional awareness of all developments, changes in law and Advance policies which may affect the service to ensure the team provide up to date advice.
• Assist staff members by providing coaching, shadowing and system training to support team members in their role to meet targets.
• Carry out a range of customer satisfaction surveys.
• Reactive or responsive repair ordering and processing including diagnosis and invoicing.
• Taking initial aids and adaptation enquires, offering guidance, and acting on the enquiry.
• Ordering of furnishings, flooring, window coverings, white goods, cleaning, gardening, pest control and other services where Advance are responsible.
• Processing requests for rent statements and dealing with basic rent enquires.
• Initiation of process for responding to complaints and compensation claims.
• Initiation of process for reporting and recording Antisocial Behaviour.
• Undertaking a range of administrative duties within the Customer Services department, including but not limited to invoicing, updating the system and processing recharges.
• Responsible for managing and directing the use of resources effectively and efficiently to deliver team objectives, conscious of the financial implications of these decisions
• Actively promote team working within own department and across Advance to meet operational and corporate objectives.
• Actively participate in the system administration of Open Housing and any new system implemented in the future.
• Assist colleagues and departments within Advance as required to meet customer expectations. This will include providing administrational support, operating within the demands and constraints of all customer contact points

• Experience of dealing with and logging repairs. 
• Good level of education.
• Experience of dealing with people face-to-face and on the telephone in a service customer focused environment.  
• Experience of call centre working and handling large volumes of calls.
• Experience of solving problems and meeting customer expectations.
• Experience of carrying out administrative tasks to deadlines.
• Experience of dealing with confidential information. 
• Able to work on own initiative and prioritise workload.
• Prior experience and ability to provide an effective service to disgruntled customers.
• Proficiency with job relevant ICT programs, such as Microsoft Office and other in -house systems.
• Good written and verbal communication skills.
• Ability to make sound judgements on the information available.
• Able to plan and prioritise work to meet specified targets and deadlines.
• Be an interactive and supportive team member.
• Have a diplomatic but assertive approach with all stakeholders.
• Have a ‘Can do’ attitude to all tasks.