Role Title: Customer Advisor
Reporting To: Customer Service Manager
Grade: EVH Grade 5
Job Purpose:
Reporting to the Customer Service Manager, you will be the first point of contact with all customers, whether this is by calls, emails, text or face-to-face and be responsible for receiving, diagnosing and implementing solutions for all queries.
Customer Advisors will also have a role in supporting colleagues in the wider team by only escalating issues where on-going case management or greater customer proximity is required. High standards of customer satisfaction are key as we are looking for someone who wants to get stuck in and make a difference in people’s lives.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.
As a Customer Advisor you will:
· Provide an excellent customer experience within a high performing team
· Work closely with internal and external stakeholders to ensure a quality and seamless customer journey
· Be confident and proactive in your approach to dealing with a wide variety of queries including income, tenancy management, repairs, lettings and ASB
· Create and update customer records using the relevant system as a result of contact, ensuring details are accurate
· Be proactive in keeping customers up to date with information relating to their queries when appropriate. This could include outbound calls, emails and SMS
· Book and schedule appointments with and for customers to receive the required service, this will include repairs and tenancy management visits
· Take payment from residents for services, including setting up direct debits
· Receive and act upon all customer contact regardless of channel, updating the system and facilitating next steps to ensure all business rules and the needs of the customer and their experience are considered
· Provide administrative support to the wider team in key areas such as delivery of void works, processing housing applications and regulatory Health & Safety
· Record and respond to complaints, providing advice and confidently escalating/reassigning where necessary
· Undertake reception duties on a rota basis
· Discuss satisfaction survey results with customers. Record and report these findings
· Collate information and prepare reports for the Customer Services Manager
Corporate Responsibility
· Work effectively and collaboratively with colleague ensuring that the Association’s values are lived on a day-to-day basis
· Ensure compliance with all regulatory, statutory and legal requirements and other directives
· Comply with MHA’s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies
· Ensure effective communication to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make
· Maximise the use of ICT to improve efficiency, increase productivity and develop new and existing services
· Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and implementing actions arising from internal and external audits as directed
· Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback
General
· Carry out other duties that may reasonably fall within the responsibilities of the role