Job Details
Purpose of the Role:
1. To operate as part of the team of Housing Resolution Officers, providing the efficient day-to-day operation of first point of contact for customers via all channels (web, telephone, face to face, correspondence, mobile, sms text messaging and email). . To take ownership and actively handle and resolve 80% of customer contacts at the first point of contact.
2. To act as a Digital Champion for the Council to promote and ensure customers are aware of the benefits of using the digital platform, providing 1-2-1 training and support if required, and support colleagues to do the same.
3. To represent the Council at the first point of contact, ensuring the service is customer focused and professional, promoting the Council’s core values and Customer Services.
4. To undertake training and coaching to become a highly skilled repairs expert. To accurately diagnose repairs ensuring they are given the correct priority and ensuring the emergencies works are completed with due regard for the health and safety of the public and legislative requirments.
5. Use judgement, experience and problem solving skills to resolve complex and on-going repairs enquiries. This includes reviewing the repairs history and notes, obtaining technical advice, and agreeing next steps with the customer to resolve the issue.
6. To identify learning and areas for continuous improvement and work together with colleagues from relevant service areas on service improvement projects.
7. Some supervisory responsibility including assisting with the induction of staff, training and coaching of colleagues, and to deputise for the two team managers.
Key Accountabilities:
1. To deliver a high standard of customer service across all channels. Recognise when customers are vulnerable or require extra assistance and ensure their needs are met, in a professional manner, maintaining high levels of first point of contact resolution and customer satisfaction.
2. To demonstrate subject specialisms in relevant areas and act as subject matter expert for the team within the contact centre, through maintaining effective links with the relevant areas. Acting as a role model to less experienced staff, displaying exemplary behaviours and commitment to the team, the service, the organisation and all external customers.
3. Accurately diagnosing council housing repairs, making appointments and chasing contractors as required and following up on issues raised by the out of hours service.
4. Obtain technical advice as required from Supervisors and Surveyors. Explain complex technical repairs advice clearly to customers in order to agree a resolution.
5. Dealing with calls from Enfield residents relating to a wide variety of council housing issues and determining the appropriate cause of action; resolving issue in real-time and where necessary refer issues to back office teams in various sections of Council Housing. Including Leaseholder, Neighbourhood, Income recovery, Housing Advisory Service queries.
6. Resolve complaints at the first point of contact. Investigate, resolve and reply to formal complaints. To identify learning from complaints and recommend areas for service improvement based on information from customers in order that we continuously improve our service
7. Deal with leaseholder enquiries regarding outstanding debts and througliaison with other departments to ensure all debts are recoverable.
8. Liaise with other teams and provide advice concerning lease enforcement including unauthorised alterations, leaks and other repair/estate management issues
9. Liaise with other departments in respect of requests for leaseholder permissions and heating disconnections
10. To deliver a responsive customer focussed tenancy management service to residents and prospective residents.
11. To provide contact, advice and guidance to all customers within the framework of tenancy, leasehold and estate issues
12. Having a clear understanding of when to escalate cases, including urgent issues, to service teams. Accurately transferring information taken over the telephone / face to face to the digital platform on an exceptional basis. To provide a service that is understanding and recognises the diversity of its customers, including being assertive, polite and professional always in possibly difficult and abusive situations.
Umbrella Rate – £21.71
