We’re looking for a Customer Advice and Support Officer (Repairs). Interested?
Do you want a role where you’re recognised for what you do, given the opportunity to thrive, and have the chance to be the best version of yourself? Interested in joining a great organisation with an employee offer and experience that rivals others? Are you looking for a new challenge? If so, please keep reading as you’re just what we’re looking for!
The team…
We have exciting opportunities for a Customer Advice and Support Officer to join our brilliant team in Repairs whose ambition is to deliver on the promises we make to our customers. This could be an opportunity you just don’t want to miss.
About the role…
You will work in a wider team but be responsible for the daily management of your own caseload, which will involve assessing and supporting customers who are experiencing issues with damp, mould or condensation in their homes and may have a variety of needs and vulnerabilities. You will offer guidance, education, and solutions to residents to help them manage their energy supplies.
You will offer this guidance and support from one of our office bases in Gateshead, over the telephone, or in tenant’s homes. The role may also encompass Homeworking where required.
The role is crucial to sustaining tenancies and alleviating difficulties Gateshead residents encounter in relation to their energy supplies in their homes. An important element of your role will be to link with other council services as well as work with our partners at Citizens Advice, Job Centre Plus, and other partners in the locality.
You will also work closely with our Advice and Support team to support our customers with other issues including welfare benefits advice, appealing sanctions, maximising income, advice around opening bank accounts, affordable credit options, food bank support, budgeting and money advice, energy advice, and fuel poverty.
You will be someone who is dedicated to helping our customers, enjoys working within a team environment, and is comfortable managing your own caseload. You will be an active listener with excellent attention to detail, interacts well with customers and key partnering organisations, and is solution-focused.
You should have a high level of personal resilience especially when dealing with difficult and often emotional situations, setbacks, unforeseen events, obstacles, and failures and have coping strategies to manage these.
You will be proactive in continually evaluating existing processes and practices to inform continuous service improvement. This includes a commitment to continual personal learning, keeping up to date with relevant legislation, and sharing best practice and knowledge with colleagues to enhance the advice and support offered to our customers.
A bit about Gateshead Council…
Gateshead is a constantly changing borough combining modern facilities with a fascinating heritage and the demand for our services continues to grow. We engage with many partners and contract a high number of services to deliver the best outcomes for our community. We’re truly committed to providing our customers with the highest quality of service and we need like-minded people who can help us deliver a sector-leading service.
People really are our greatest asset at Gateshead Council, and we value every employee. We encourage our people to think differently, do the right thing, and be innovative.
What’s in it for you?
Well, there’s so much on offer and here’s just a few of the highlights!
1. You’ll be paid a competitive salary £28,642 to £31,067pa
2. We’ll help you save for your future with an outstanding employer contribution to your pension.
3. You will receive an annual leave entitlement starting at 28 days per year (pro-rata for part-time employees) rising to 32, 2 of which may be fixed by the council at any time. You also have the chance to buy up to 10 additional holidays per year.
4. You’ll have the opportunity to participate in the Council’s Flexi time scheme, subject to management approval and business needs, which could be up to 26 flexi days per year.
5. We offer hybrid working arrangements to ensure a positive work-life balance.
6. A robust Workforce Development offer with opportunities for learning to progress your career and to enhance your knowledge in specific areas.
7. You’ll have access to great health and wellbeing support, including discounted membership to GO Gateshead Leisure Services and the ability to use our cycle to work scheme.
8. You’ll have access to our new benefits platform VIVUP where you can get discounts and offers on online and high street shopping.
It’s time to apply!
We’re delighted that you want to come and work with us. Please take a look at the full job profile via this link JOB PROFILE. It’s important that you read it in full and check that you meet the essential criteria, because when we start choosing people to come and meet us we’ll be checking to ensure that they meet the essential criteria as set out in the job profile.
For an informal discussion or if you need any assistance, please contact Caroline Bowerman on carolinebowerman@gateshead.gov.uk
#J-18808-Ljbffr