This Role: Senior Customer Service Advisor known internally as a Senior Property Services Advisor
Full Time Permanent Post- 37.5hrs per week - Fully office based
Salary: £28,619
Location: Beeston, NG9 1LA - Free on-site parking. The site is a 10 min walk from Beeston Train Station
We are recruiting for a Senior Property Services Advisor to provide a first point of contact customer service for many of our customers, delivery partners and colleagues, dealing with and owning their property related enquiries through to resolution.
The focus of this role is to help the Property Desk reach the next level of proficiency by delivering an outstanding customer experience to ensure customer queries and issues are dealt with effectively and through to conclusion. Your responsibility in this role is to balance a quality and professional approach with a strong technical understanding and be performance driven.
Duties will include, but not be limited to:
* Acting as the main point of contact by telephone for residents reporting repairs and maintenance-based enquiries.
* Providing property repair and maintenance-based advice to residents over the telephone and accurately diagnosing repairs or identifying defects to allow the raising or expediting of works orders as required.
* Raising accurate works orders for our delivery partners to enable and maximise the first-time fix opportunity and minimise the need for orders to be varied or cancelled.
* Responding quickly and professionally to emergency and urgent maintenance queries to safeguard customers and property.
* Dealing with queries from external services such as Fire, Police, Health professionals and Councils. Ensure your calls and administration are delivered and managed to a high standard.
* Acting as a point of contact for responsive repair contractors reporting back about repairs, ongoing works and/or any Health and Safety or Safeguarding issues.
* Effectively liaising with delivery partners and developers, working in collaboration with other colleagues and teams to successfully resolve repairs-based issues.
What you'll need to succeed:
This role requires experience of providing great customer service over the telephone and understanding how to listen to customers in order to understand their requirements. While experience of dealing with repair questions is not essential, any understanding of this will be beneficial. More important is having the right behaviours and the desire to provide great service to customers by getting it right first time. If you come with this passion MTVH will provide an excellent working environment and the support to develop your career.
This role requires you to have exceptional listening and problem-solving skills to resolve queries received at the first point of contact in a timely and positive manner. You will need to have typing ability along with moderate IT literacy skills and an understanding. No two days are the same so you must enjoy working in a varied and busy property repairs and maintenance environment.
Full training is provided.
What’s in it for you?
Our benefits include:
* 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
* 2 volunteering days per year for things like helping out in local communities
* An additional ‘Beliefs day’ once a year to have an extra day off
* Supported family friendly approach with extended parental leave
* Enhanced pension with matched contributions of up to 9%
* Option to buy or sell up to 5 days annual leave per year
* Life assurance cover 3 x your salary
* Cycle2work scheme
* Hybrid Working - Dependent on job role and department
* Health cash plan scheme for your everyday healthcare needs which you can add your family members to
* Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
* Access to extensive learning and training opportunities with Wisebox platform
* Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
* Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
* Employee Assistance Programme - We are committed to the wellbeing of our colleagues and support this as an organisation
About us:
We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.
Our promise:
Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.
We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.
We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.
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