Job Title: Customer Service Assistant
Based at: Main Offices, 147 Fintry Drive, Dundee, DD4 9HE
Position reports to: Customer Services Team Leader
Staff Responsibilities: None
Grade: Grade 4 currently: £29,978 - £33,309
Job Description
JOB PURPOSE:
To provide superb service to our customers, staff and stakeholders as part of a team who are able to deal one-stop with customer and organisational demands (whether in person, by phone or other method) at the point of first enquiry.
KEY RESPONSIBILITIES:
1. Process customer demands effectively and accurately, dealing courteously and professionally with customers at all times.
2. Deal with enquiries from outside agencies, contractors, utility companies etc.
3. Provide effective advice and support to applicants and tenants during all aspects of the tenant life cycle. This includes assisting with housing applications, providing housing options advice, dealing with demands from existing tenants, and processing terminations including associated administration.
4. Provide administrative support to other staff within the organisation.
5. Identify and contribute to continuous improvement activities that enhance the service to Abertay’s customers.
Examples of Responsibilities (this is not an exhaustive list):
1. Take ownership of dealing with customer demands until resolved. Judge when escalation to a more senior officer is required.
2. Take detailed accounts of customer reports relating to Estate Management and anti-social issues and resolve (estate management issues) if low level or pass to relevant Housing Officer.
3. Engage with customers to effectively diagnose repairs, scheduling appropriate tradesperson and identifying potential health and safety risks whilst complying with “right to repair” legislation.
4. Schedule daily workload of tradesmen to ensure repairs requested by customers are carried out timeously and efficiently.
5. Process and log voids and liaise with other staff to ensure an efficient and effective turnaround of void properties.
6. Carry out one-on-one interviews with applicants and give housing options advice in accordance with guidance provided. Assist with completion of relevant application forms.
7. Accurately process all payments made over the telephone and by visitors to the office.
8. Ensure all data protection conditions are met.
General administration duties include:
1. Ensuring accurate records of customer contacts are kept.
2. Checking of incoming accounts.
3. Processing incoming and outgoing mail.
4. Administering successions, assignations, mutual exchange applications, lock ups etc., and conducting (in office) sign ups.
5. Updating of data.
6. Distribution and control of keys.
7. Raising paperwork and job lines for abandonments and evictions.
8. Monitoring and actioning incoming emails.
9. Updating social media.
10. Recording and raising lines from the outcome of walkabouts.
11. Using the online portals for contractors and utility companies.
The above list is not exhaustive and the post holder will be expected to perform any other duties as may reasonably be required by the Association.
Notes
Closing date for Applications: 12 noon on Monday 27 January 2025.
Applicants selected for interview will be informed on Wednesday 29 January 2025.
Interviews will take place on Thursday 6 February 2025.
Please note CVs will not be accepted.
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