Job Description

What's the role?

Customer Services Assistant (37 hours per week) 28,142 - 29,540 25 days annual leave

You will:

Provide a range of customer related services and champion a culture of Customers First. Consistently demonstrate a strong commitment to customer service and care delivering high standards which aligns with our Homes in Somerset values while participating in continuous improvement of our services. Be able to demonstrate excellent written and verbal communication skills and explain, in plain English, complex information in email, letter and report form. Be able to maintain a professional and calm manner under pressure Be able to demonstrate strong soft skills including listening and empathy. Have 2 years' experience of working in a customer focused role, face to face and over the phone, delivering front line services. Report to the Customer Services Team Leader
This role is working 37 hours per week, based in Bridgwater House, Bridgwater.

What will I have to do?

You will:

Act as first point of contact for our customers, contractors and external partners in relation to all housing and property queries such as repairs and income, trying to resolve all queries at initial contact where possible. Ensuring that customer expectations are managed from the first point of contact regarding time frames and action being taken especially to those customers who may have more complex or additional needs. Accurately log and process all customer queries, requests and complaints covering all major aspects of the housing service at first point of contact via call, email, and social media in line with Policies and procedures. Raising new repairs on request from all customers and staff such as surveyors for all properties, communal areas and estates. This includes all Void property works as required and Damp and Mould case managements in line with Awaab's Law. Logging all anti-social behaviour, neighbour disputes, all housing queries, income queries and ensuring time frames and follow on action is clear to manage customer expectations. Liaise and be a bridge between our customers and the teams delivering our operational services ensuring high quality services are maintained for all customers and stakeholders. Provide a professional face to face Reception service during office hours (on a rota basis). Use all available IT systems to manage customer enquiries, providing customers with information, forms or access to other systems. Input and extract data accurately as required in line with GDPR. Support the Customer Services Team Leader by providing comprehensive administration support in all operational areas Manage incoming emails from customers via all customer service inboxes alongside website queries and ensure appropriate action is taken promptly. Processing of invoices, post opening etc and all other daily admin tasks as needed. Support the performance management framework and demonstrate commitment to delivering services at upper quartile levels for departmental performance Adhere to good information security Carry out telephone and other satisfaction surveys on all services such as repairs and input feedback using relevant systems.

What do I need to be successful?

You will:

Have excellent demonstratable customer service and administrative experience providing services to residents via telephone, face to face and digitally. Have a good level of general education including English and Maths with at least A-C grade at GCSE Understand the role of social housing Have well-developed interpersonal skills and you'll need to be a 'people' person who develops strong working relationships internally and externally. Be able to effectively and independently manage complex customer queries including those with additional SEN. Be able to maintain a professional and calm manner under pressure Have the experience of working with customers 'face to face' and by telephone Have the experience of using IT systems and packages required for a customer service function

How will I evidence my success?

You will:

Display and demonstrate behaviours that reflect our Values and put Customers First Successfully meet agreed key performance indicators Develop positive and productive working relationships with customers, colleagues and other stakeholders Take a proactive approach in team meetings, at 121's etc. Have a 'can-do' attitude
Job Types: Full-time, Permanent

Pay: 28,142.00-29,540.00 per year

Benefits:

Company pension Enhanced maternity leave Free flu jabs Free parking Health & wellbeing programme On-site parking Sick pay
Work Location: Hybrid remote in Bridgwater TA6 3AR