JOB DESCRIPTION

Directorate: Strategy and Change

Unit: Customer Services

Job Title: Customer Services Advisor

Grade/Salary: Scale 3

Responsible to: Customer Services Admin Officer

Special arrangements: Fixed Hours contract to work 8am to 2pm Monday to Friday. This post does not benefit from A1 Housing’s Flexi Scheme.

Purpose of the job: To provide an efficient Golden Number service for A1 Housing and its customers. To ensure high quality and effective responses to all tenants enquires. To provide administrative support relating to the Golden Number and Customer Service functions including the provision of assistance to the Customer Services Officers in carrying out their duties

Specific Requirements: At least three years experience dealing with customer enquiries in a call centre environment and general administrative duties or the ability to demonstrate a similar level of working.

Main Responsibilities:

  1. To answer all calls received by A1 Housings Golden Number in a friendly, polite and efficient manner and deal with enquiries and service requests following provided scripting and procedures.
  1. To be aware of and aim to meet agreed performance targets
  1. To be aware of and have knowledge of A1 Housing’s core business, policies and procedures.
  1. To note any particular special needs or access requirements for tenants and to make sure their needs are met.
  1. To deal with sensitive issues in an empathetic manner
  1. To update databases as necessary to ensure up to date information available for all A1 Housing staff
  1. To maintain good working relations with other A1 Housing and Council Officers to ensure the effectiveness of service provision
  1. To highlight any blockages to service delivery to the Customer Service Centre Team Leader.
  1. To operate within a customer focussed framework, putting the tenants first.
Administrative Duties
  1. To carryout typing, word processing, filing and photocopying as required including all administrative duties that support the Golden Number service
  1. To be responsible for the effective administration of the RTB process including knowledge of the legislation and use of computerised system for registering and entering different stages of the RTB.
  1. To receive and process as directed internal/external correspondence and telephone calls in accordance with performance targets and procedures
  1. To assist in the data entry of customer satisfaction surveys and preparation of all statistical information
  1. To operate and maintain manual and computerised information systems in accordance with the needs of customer services
  1. To provide general information on customer services to internal/external customers
  1. To be an effective team member of all resources within Customer Services and deliver a range of services within prescribed timescales.
  1. The ability to effectively communicate with members of the public, Board Members, Elected Members and Officers of the Council both personally and via the telephone
  1. To provide Head Office reception cover as and when necessary
  1. To represent A1 Housing at customer events as required
  1. Any other duties commensurate with grade

The post holder will be employed under the NJC Conditions of Service for Local Government.

Prepared by: Samantha Roberts – Customer Services Manager

Date: May 2014

Signed……………………………………………….. Date…………………………………………..

G:\Job Descriptions\Strategy & Change\Customer Services Advisor - February 2012.docx

PERSONNEL SPECIFICATION – APPLICANTS MUST DEMONSTRATE, BY EXAMPLES, IN THEIR APPLICATION THAT THEY MEET THE ESSENTIAL CRITERIA

Title: Customer Service Advisor Salary/Grade: Scale 3 Service: Strategy and Change

CRITERIA
Justifiable as necessary for safe and effective performance in the job / ESSENTIAL
Please provide a clear, non-discriminatory definition of the necessary criteria /
DESIRABLE
Elements which contribute to the improved or immediate performance in the job / METHOD OF ASSESSMENT
Application / Test /Interview
EXPERIENCE / A minimum of 3 years experience dealing with the public in a call centre environment or the ability to demonstrate a similar level of front facing customer working.
General administrative/office
Experience. / Experience of working in the Housing sector
Public Service Experience / Application
Test
Interview
QUALIFICATIONS / 5 GCSE Grade C or above or equivalent (one must be English) / RSA II typing/word processing/Integrated Business Technology / Application
Interview
VOCATIONAL OR PROFESSIONAL TRAINING
PERSONAL ATTRIBUTES / Friendly and understanding
Smart and positive
Able to deal with the public
Ability to work to targets
Ability to work under pressure / Ability to work with others / Application
Interview
MANAGEMENT/SUPERVISORY SKILLS/EXPERIENCE
TECHNICAL SKILLS / IT Literate
Communication skills
Collation and analysis of data
Knowledge of Micro Soft Office applications / Knowledge of CRM Systems / Application
Test
Interview

Prepared by: Samantha Roberts Date: May 2014 Designation: Customer Services Manager

G:\Job Descriptions\Strategy & Change\Customer Services Advisor - February 2012.docx