Job Details
Job Description:
1.1. To deal professionally and sympathetically with all customers via telephone and those visiting our offices. To provide an efficient and effective front-end reception and telephone service in accordance with council policies, procedures, strategies and service plans. Take ownership of issues, deal with enquiries and provide a response within the agreed timescales.
1.2. To assist with the voids and lettings process including voiding properties and garages and setting up new properties and accounts on IT systems.
1.3. To assist tenants to report repairs and pest control matters to contractors.
1.4. Approve’ House Exchange’ and ‘Homeswappers’ applications.
1.5. To update Northgate to ensure records are accurate and up to date.
1.6. To manage the reception area making sure the area is safe, clean and tidy, opening and closing the front office and reporting repairs.
1.7. To raise recharges and set up charges.
1.8. To process requests for keys and fobs ensuring that the necessary stocks are in place, programming fobs and ordering new fobs.
1.9. To provide a service which is responsive and customer orientated, that aims to enhance the customer experience for our customers.
1.10. To be the initial point of contact for service users and work other teams to provides answers to enquires and resolve issues.
1.11. To perform various administrative duties related to the customer service function.
1.12. To maintain an up to date and good working knowledge of a wide range of policies and procedures.
1.13. To ensure that council policies and procedures are followed.
1.14. To assist the Garage Officer as required, dealing with customer enquiries and managing lettings.
1.15. To develop the role of Customer Services Officer to take on greater responsibility when dealing with front line enquiries from customers.
1.16. To provide statistical information as required.
1.17. To work with external agencies to resolve enquiries and assist with customer requests.
1.18. To manage the administrative arrangements for the Orchard Heating system including making sure all tenants are using the system, sending out statements and working with income recovery to recover charges.
1.19. To provide a support service to other teams within the Housing Service.
1.20. To provide cover for the Customer Services Administrative Officers as required.
Pay: £16.46 Umbrella
