Apply to this job

Emma Carroll

 

Housing Services Advisor

  • Function: Housing Services
  • Seniority: Assistant
  • Salary: £24,000 - £25,000 (per-annum)
  • Reference: EC00052
  • Location: Hitchin
  • Type: Permanent

  • Closing Date: 24-09-2021

Housing Services Advisor

Greenacre are pleased to be supporting a Hertfordshire based housing organisation, with their recruitment of a Housing Services Advisor.

You will provide an accessible, high quality housing service to customers; with a focus on first contact resolution and customer satisfaction. You will deliver these services through a variety of communication channels showing enthusiasm, flexibility, ownership and a commitment to improving the customers experience. Having an appreciation of the importance of social housing you will have a strong desire to deliver an ‘easy to access – simple to use, service that customers can trust’.

  • Be able to respond to and resolve a wide range of customer enquiries received through different channels of communication.
  • Be flexible and able to respond quickly to changing demands.
  • Have excellent customer service skills and be able to manage difficult and challenging circumstances.
  • You will work shift patterns which may extend outside of the core service hours of 8.00am to 5.00pm, as the service expands to meet customer demand for responses via online channels.
  • Diagnose, prioritise and schedule requests for repairs – applying our service offer and standards.
  • Give advice, guidance and support to our customers in relation to all tenancy related enquiries.
  • Be innovative and able to spot opportunities to improve services.
  • Accurately record contacts and associated information on our systems.
  • Effectively deal with customer complaints, balancing customer satisfaction and business need.
  • Follow policies and processes with the confidence to apply the service standards firmly and fairly.
  • Take payments from customers ensuring compliance with financial procedures and legislation.
  • Make outbound contacts (telephone and written) regarding the progress of service requests, rent arrears and other promotional campaigns.

Skills & Experience Required:

  • Experience of providing an excellent front line customer service, ideally in a contact or service centre.
  • An understanding of social housing and the sector.
  • Take ownership and show care when dealing with our customers.
  • Flexible attitude to work, and work patterns, with ability to work effectively with a variety of colleagues and to adapt to a changing environment and expectations
  • Excellent communication skills both verbally and in writing.
  • Ability to use databases and other contact management systems
  • Use own initiative within a high performing team environment.
  • Actively listen and ask questions to achieve the best outcome for the customer.
  • Think quickly and find solutions to problems.
  • Deal effectively with customers who may be angry, upset or confused.
  • Cope well under pressure and manage peaks and troughs in volume and demand.
  • Demonstrate a commitment to equality and diversity.
  • Demonstrate an empathetic but confident and assertive manner.

 

Housing Services Advisor

  • Function: Housing Services
  • Seniority: Assistant
  • Salary: £24,000 (per-annum)
  • Reference: EC00052
  • Location: Hitchin
  • Type: Permanent

  • Closing Date: 24-09-2021

Housing Services Advisor

Greenacre are pleased to be supporting a Hertfordshire based housing organisation, with their recruitment of a Housing Services Advisor.

You will provide an accessible, high quality housing service to customers; with a focus on first contact resolution and customer satisfaction. You will deliver these services through a variety of communication channels showing enthusiasm, flexibility, ownership and a commitment to improving the customers experience. Having an appreciation of the importance of social housing you will have a strong desire to deliver an ‘easy to access – simple to use, service that customers can trust’.

  • Be able to respond to and resolve a wide range of customer enquiries received through different channels of communication.
  • Be flexible and able to respond quickly to changing demands.
  • Have excellent customer service skills and be able to manage difficult and challenging circumstances.
  • You will work shift patterns which may extend outside of the core service hours of 8.00am to 5.00pm, as the service expands to meet customer demand for responses via online channels.
  • Diagnose, prioritise and schedule requests for repairs – applying our service offer and standards.
  • Give advice, guidance and support to our customers in relation to all tenancy related enquiries.
  • Be innovative and able to spot opportunities to improve services.
  • Accurately record contacts and associated information on our systems.
  • Effectively deal with customer complaints, balancing customer satisfaction and business need.
  • Follow policies and processes with the confidence to apply the service standards firmly and fairly.
  • Take payments from customers ensuring compliance with financial procedures and legislation.
  • Make outbound contacts (telephone and written) regarding the progress of service requests, rent arrears and other promotional campaigns.

Skills & Experience Required:

  • Experience of providing an excellent front line customer service, ideally in a contact or service centre.
  • An understanding of social housing and the sector.
  • Take ownership and show care when dealing with our customers.
  • Flexible attitude to work, and work patterns, with ability to work effectively with a variety of colleagues and to adapt to a changing environment and expectations
  • Excellent communication skills both verbally and in writing.
  • Ability to use databases and other contact management systems
  • Use own initiative within a high performing team environment.
  • Actively listen and ask questions to achieve the best outcome for the customer.
  • Think quickly and find solutions to problems.
  • Deal effectively with customers who may be angry, upset or confused.
  • Cope well under pressure and manage peaks and troughs in volume and demand.
  • Demonstrate a commitment to equality and diversity.
  • Demonstrate an empathetic but confident and assertive manner.

 

Emma Carroll