Are you resilient and able to remain calm and professional during challenging and changing workloads?
The Housing Resident Services dedicated Housing Support Hub is the first point of contact for our Housing residents for a range of Housing related issues. As part of a friendly and professional team you will be responsible for handling a wide range of calls from our residents, whilst supporting the wider Housing teams.
Enquiries are predominantly received by phone but also email and web contact, as well as from other departments within the Council. Team members are expected to have a good all-round knowledge of the service area(s) in order to be able to advise customers accordingly, and ideally resolve as many enquiries as possible without the need to refer on to other departments. This means you must be able to adapt well to various systems, changes in process and deal with a busy and varied working day.
In addition to call handling, functions include diagnosing (through fault trees) and processing of reactive maintenance requests, answering queries relating to repairs and maintenance matters, estate management and other tenancy issues, along with supporting tenants with payments for rent. This means you may often be the first point of contact for some contentious issues, and the ability to be empathetic to our residents, whilst remain calm and professional at all times is therefore essential.
Looking for a challenge?
This is a challenging and diverse role that requires great ICT skills and the ability to quickly learn new systems. This is essential together with strong communication skills and excellent telephone manner in order to effectively liaise with residents, colleagues and other departments on a daily basis. You will also possess very good organisational skills with the ability to prioritise different work activities to meet changing deadlines in a busy contact centre environment.
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.
Salary: £27,073 - £29,430 Per annum pro rata
23 -24 days leave pro rata, plus an additional 5 days for 5 years local authority continuous service.
Local Government pension scheme
Employee Benefits Package
Employee Assistance Programme (free 24 hour legal, financial and personal advice for employees).
On site parking
OFFICE BASED Working Required. Hybrid working is available in this role but requires 50% of the working week to be in the office and the other 50% home/remote.
Working Hours: 2 part time roles both are 18 Month Fixed Term:
Work pattern: Role 1 - 15.75 hours per week over 2 days
Monday 09:00 - 17:15 (30 Minute Break) and Tuesday 08:30 - 17:15 (30 Minute Break)
Work pattern: Role 2 - 20.75 hours per week over 3 days
Wednesday 08:30 - 17.15 (30 Minute Break), Thursday 08;30- 14:00 (30 Minute Break) and Friday 09:15 - 16:45 (30 Minute Break)
Please note for business continuity it is essential that if systems fail that staff due to work from home attend the office to work.
If you're ambitious and passionate, are driven to deliver, and want to be part of our team, we welcome your application.
We are proud of our new values for 2024, please watch this short video to find out more. LEAF Learning Empathy Ambition Fairness (youtube.com)