Job Description
Overall Objective:
- To liaise between the site team and residents affected by refurbishment
- To ensure the impact of refurbishment works is kept to a minimum by understanding residents’ needs and circumstances
- Ensure a high level of customer service is delivered at all times
Key Accountabilities:
- Ensure a high level of customer service is delivered
- Ensure claims are dealt with efficiently within agreed timescales
- Ensure complaints or incidents are recorded accurately; provide feedback to appropriate team members to reduce the likelihood of its reoccurrence
- Ensure resident information packs are prepared for distribution
- Plan and organise resident “Open Days “ as required
- Conduct daily visits to resident’s homes to listen to any concerns, in order to resolve any issues as soon as they are identified. Provide regular feedback and progress reports to residents before and during works being carried out
- Assist residents in making choices, collating agreed information and maintaining accurate records
- Ensure correct templates, letters and spreadsheets are used when completing administrative duties
- Ensure accurate records are maintained
- Prepare and report weekly/ monthly information as required by Customer Care Manager
It is not possible for this document to totally encompass or define all tasks that may be required of the post holder. The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.
General responsibilities:
- Plan and prioritise work load
- Provide guidance, support and ongoing training as appropriate to Customer Care
- The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation
- To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect
Key Measurements:
- Accuracy of information
- Customer satisfaction levels
- Working within timescales and targets
Experience & Qualifications:
- At least 1 year’s occupational experience in a customer service/administrative environment
- Working towards Business Administration/Customer Service or equivalent qualification
- Good IT skills
- Knowledge of Social housing sector desirable
Personal Skills:
- Being able to “multi task”
- Effective listening skills
- Excellent communication skills written & face to face
- Excellent telephone skills
- Attention to detail
- Excellent time management skills
- Good planning and organisational skills
- Professional behaviour at all times
- Pro-active and forward thinking
- Ability to work on own initiative but also as a member of a team
