PT Customer Services Advisor (Housing)

We have a new amazing opportunity to recruit for a housing partnership based West of London. They now have a new vacancy for a Customer Services Advisor (Housing) .
This permanent part time role for 25 hours per week over 5 days (1 day at 7 hours and 4 days at 4.5 hours) paying £20,019 per annum.
Role brief
As part of the housing team, you'll use your knowledge, technical expertise and enthusiasm to deliver a superstar service to their customers and drive the highest levels of satisfaction.
In the role you will

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• Resolve customer queries, owning queries from start to finish across all channels: phone, email, web form, face-to-face, and social media.
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• Support customers to access our online services.
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• Investigate and resolve customer queries by providing advice and guidance on a range of issues, making referrals and signposting.
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• Take initial reports of anti-social behaviour, gather evidence and make appropriate decisions on next steps.
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• Answer tenancy management-related customer queries.
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• Own your performance with strong case management.
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• Support the housing team by writing to customers about related services and issues.
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• Work with third parties to resolve queries to get the best outcome for the customer.
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• Suggest service improvements to resolve cases and improve customer service.
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• Build a detailed understanding of housing and handling contact.
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• Support other areas with handling phone contact when required.
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• Support with general process housing related administrative tasks including new and expired third party authorisations.
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• Carry out any other reasonable duties to deliver great service.
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We're looking for someone with experience of:

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• Delivering first-class customer service, preferably in housing or repairs.
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• Using MS office including Word and Excel.
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The key behaviours we expect in the role include:

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• Role modelling our values: we know our stuff / we make it happen / we care.
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• Demonstrate inclusive behaviours, respecting and embracing difference and listening to other people's unique perspective.
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• Communicate passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
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• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
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• Communicating clearly, concisely and thoughtfully both verbally and in writing.
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• Working in an organised, methodical way with excellent accuracy and attention to detail.
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• Making wise decisions and solving problems without over complicating things, understanding the needs of customers and the different tenures.
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• Championing collaborative working across the organisation.
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• Building trust by doing what you say you will.
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• Holding your hands up if you make a mistake and quickly re-focus to put things right.
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• Seizing opportunities by being brave and stepping outside of your comfort zone.
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• Demonstrating a good understanding of GDPR and data requests.
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If this sounds like the role for you, please apply today.