Customer Service Advisor £18.00phr - £19.00phr LTD Immediate start, contract till February 2025 Based in Bretford 35 hours per week, 5 days in office Job Purpose: To provide exceptional customer service to tenants, residents, and stakeholders by addressing inquiries and resolving issues related to housing repairs, incomes, and general housing matters. The role requires effective communication, problem-solving, and the ability to work collaboratively with internal teams and external partners to deliver timely and efficient solutions. Key Responsibilities: 1. Customer Enquiries: Act as the first point of contact for all housing-related enquiries, ensuring a professional and empathetic approach. Handle incoming queries via telephone, email, and face-to-face interactions, logging details accurately into the customer management system. 2. Repairs and Maintenance: Log and process repair requests from tenants and residents, ensuring they are accurately recorded and assigned to the appropriate team or contractor. Provide updates to customers on the progress of repair works and manage expectations regarding timelines. Follow up on completed repairs to ensure customer satisfaction. 3. Incomes and Rent: Assist customers with inquiries about rent payments, balances, and income-related matters. Provide guidance on payment options and signpost customers to relevant support services for managing arrears or financial difficulties. Liaise with the income management team to resolve complex rent account issues. 4. General Housing Enquiries: Respond to queries about tenancy agreements, applications, and housing policies. Advise customers on procedures for reporting anti-social behavior, property allocations, and other housing services. 5. Complaint Resolution: Handle complaints in line with the organization’s policies, ensuring timely resolution and clear communication with the customer. Escalate unresolved or complex issues to the appropriate department or team leader. 6. Administration and Documentation: Maintain accurate and up-to-date records of customer interactions, ensuring compliance with data protection regulations. Prepare reports on service performance, customer feedback, and recurring issues to support continuous improvement initiatives. 7. Collaboration: Work closely with housing officers, maintenance teams, and other internal departments to provide cohesive and efficient service. Build relationships with external partners, such as contractors and support agencies, to ensure seamless service delivery. Person Specification: Essential Skills and Experience: Previous experience in a customer service role, ideally within the housing or public sector. Strong communication and interpersonal skills, with the ability to handle challenging situations calmly and professionally. Knowledge of housing services, including repairs, income management, and tenancy matters. Proficient in using customer management systems and other IT tools (e.g., MS Office). Excellent organizational skills and attention to detail. Ability to work independently and as part of a team in a fast-paced environment