Job Title: Customer Services Assistant (Temporary)
Grade: Grade 3
Salary: £25,933 pro rata
Accountable to: Head of Housing
Main Objectives of Post
To be the first point of contact in communication with our tenants and other customers.
To provide a professional, personal, engaging and high-quality service with the aim to always provide service excellence and go the extra mile to exceed our tenants and other customers’ needs during their contact with the Association by phone and at our reception.
To provide administrative support to our service departments, specifically in finance, maintenance and housing management.
To attend to clerical and administrative tasks to ensure services and communication are delivered effectively and efficiently.
To provide administrative support in relation to corporate events, work and communication.
Principal Duties
· To welcome and provide an excellent service to our customers.
· To welcome customers to the reception in a professional and personable manner.
· To answer phone calls promptly to attend or redirect calls timeously to ensure the delivery of a high quality and responsive service.
· To attend to customers’ enquiries and to ‘go the extra mile’ to provide excellent customer service and meet their needs.
· To record complaints and compliments on our service in the SDM housing software system with the aim to achieve service improvement and recognition.
· Monitor visitor access to the Association’s office and maintain registers to contribute towards health & safety requirements.
· To attend to clerical and administrative tasks in the reception, such as processing / receiving mail through the post, mailbox via outlook and our website.
· To manage the reception area and ensure information and publications are available and up to date.
Maintenance
Provide the following cover to the Maintenance Department when required:
· Raise repair work orders on the SDM housing management system to achieve a good outcome or our tenants and consider the category of the repair, authorised spending levels and other factors e.g. access arrangements.
· Raise repair lines for follow-up work for out of hours repairs, cyclical and planned major repairs as required or directed by maintenance colleagues.
· Liaise with our customer and contractors on repairs matters, including out of hours repairs, outstanding repairs, inspections and customer satisfaction surveys.
Housing Management
Provide clerical and administrative support to the housing management team:
Allocations & Void Management
- Assist in the annual review of the housing list.
- Manage the housing allocations process including pursuing proof of identity and residence from applicants, pursuing tenancy references, loading and updating applications on the SDM system, issuing points letters.
Estate Management
Support the housing team in issuing letters regarding estate management issues.
- Update and maintain the garden maintenance list, noting when Estate Caretakers have carried out cuts.
- Updating SDM diary to record when Estate Caretakers have cut individual gardens.
- Update and maintain the close cleaning register, noting when Estate Caretakers have cleaned common closes. Scanning and saving copies of close cleaning sheets provided by Estate Caretakers.
- Support the housing team in carrying out close/estate inspections, and reporting findings back to the HO/AHO.
- Support the team in carrying out cyclical home visits/joint visits/inspections.
Rent Accounts
Pursue, agree repayment arrangement, and monitor payments for former tenant accounts.
- Issue rent statements to tenants when required.
Finance
- Process and appropriately record invoices from contractors, suppliers and others through the SDM invoicing module.
- Process rent payments on a daily basis through AllPay and housing benefit direct payments.
- Processing cheques and cash payments at the reception in relation to our work and services i.e. rent, rechargeable repairs deposits and factoring and provide details to the Finance Officer.
- Attend to any administrative tasks to facilitate rent payments e.g. ordering all pay cards.
- Post supplier direct debit payment on the SDM system.
To provide administrative support in relation to corporate events, work and communication.
- To liaise with the staff team and order stationery and other supplies on a regular basis.
- To support health & safety arrangements in the workplace as directed by the H&S administrator.
- To support the work and activities of the Management Committee e.g. issuing papers, arranging attendance at training or conference events.
- Ensuring good quality information is provided to customers through all forms of communication i.e. in person, by phone, email, text message and our website.
- Monitoring our social media accounts, posting information, responding to questions and comments or referring these to other staff members.
- Assisting in customer satisfaction surveys in our work and activities.
- Assisting with any hospitality offered to visitors to the Association’s offices.
- Attending meetings at evenings or weekends as required in relation to your role and the Association’s work.
General Duties
- Make a positive contribution to the achievement of the organisational aims.
- Participate in corporate and community events in relation to the Association’s work and partnership with Easthall Residents Association.
- Observe and display the provisions of the equal opportunity policy.
- Attend to tasks appropriate to your role as directed by the Head of Housing.
Pay: From £25,933.00 per year
Work Location: In person
