Retirement Lease Housing Association

RETIREMENT LEASE HOUSING ASSOCIATION

JOB DESCRIPTION

Job Title:CUSTOMER SERVICES ADVISOR

Responsible to:Head of Services

Summary of the role

As part of the Customer Services Team you’ll provide high quality customer service to ensure we deliver an outstanding property management service. You’ll do this by working in a proactive way and being committed to delivering a prompt and accurate service to our leaseholders, our Estates Services Team and our remote staff.

GeneralDuties:

1. Develop an understanding of the our estates, our filing system and our in-house software

1. Enter accurate information onto our computer systems to ensure all customer / property records remain up-to-date and information is readily accessible to all staff

1. Draft and issue standard letters, dealing with general correspondence and referring any issues you are unable to deal with to the relevant Area Manager / Estates Assistant or Head of Department

1. Establish relationships withEstate Managers and other estate based staff to promote the services of the team and provide support and solutions to day to day issues

1. Deal effectively with all telephone enquiries submitted through the main ‘office’ number by either providing the solution or referring to the relevant member of staff

1. Undertaking research work as and when required

1. Assisting with investigation work arising in connection with leaseholder queries, providing reports as and when required

1. Arranging general repairs and liaison with contractors and leaseholders as required, referring any unusual situations to the relevant Area Manager / Estate Assistant

1. Assistance with distribution of invoices, accounts and budgets as required and in line with our legal responsibilities

1. General typing, filing, photocopying and all other reasonable office duties as required

1. Attending regular Customer Services Team meetings, occasional forums, training days, staff meetings and Staff Conference

1. Occasional project work as required by the Head of Services / Head of Operations

Specific Duties / Core Responsibilities

Each member of the Customer Services Team will be responsible for becoming the department expert in a particular area(or areas). We encourage departmental cross training / understanding within the team but the individual areas of expertise may include any of the following:

1.Resales – providing the administrative support throughout our property sales in close liaison with our solicitors, the Estate Manager, the Area Manager, our partnered Estate Agent, the leaseholder (or their executor) and the prospective purchaser

2.Lease Extensions – answering general enquires, initiating the process and providing the administrative support on request, in close liaison with the Chief Executive, our solicitors, our valuers, the leaseholder and our Finance Dept

3.Direct Debits – responding to requests for payment plans and any associated administration; calculation of instalments required; entry onto our computer system in close liaison with Estate Managers, leaseholders and our Finance Dept

4.Outlook Calendar – updating calendar to monitor Estate Managers’ Annual Leave / Offsite periods to provide an accurate, at a glance, easy reference point for the office

5.Approved Contractors’ List – maintaining and monitoring the approved contractors’ list, carrying out associated administration to ensure all contractors meet with our internal criteria

6.Customer Services Mailbox – monitoring the mailbox, filing, responding and onward distribution of emails as required

7.Concessionary TV Licences – responsibility of renewing the TV licences in relevant retirement estates in liaison with the Estate Manager / Area Manager

Key result areas

The Customer Services Advisor’s performance will be judged primarily according to the way in which the following key results are achieved:

1.Effective support to the Estate Services Department

2.Effective and responsive services to Elm Group estate based staff.

3.Effective and responsive services to leasehold customers

4.Keeping office systems accurate and up to date

5. Being responsive to all enquiries from other departments and outside parties within the areas of responsibility set out above.

6. Reliability and accuracy in all work undertaken

7.Meeting Elm Group customer service standards.

PERSON SPECIFICATION

SECTION

/ ESSENTIAL / DESIRABLE
EDUCATION /QUALIFICATION

Intermediate level of Microsoft Office Word

Intermediate level of Microsoft Office Outlook Email

Microsoft Office Excel – any level
GCSE English Language & Maths level C minimum
Other academic achievements /

Yes

Yes

Yes

Yes

/ Yes
CUSTOMER SERVICE
Commitment to quality services and continuous improvement
Confident, flexible with ‘can do’ attitude / Yes
Yes
KNOWLEDGE AND SKILLS
Be able to follow and maintain set procedures
Ability to work as a team or alone
Experience in an office environment and using office equipment
Experience of working in a demanding customer-focussed environment / Yes

Yes

/ Yes

Yes

COMMUNICATION SKILLS
Ability to communicate effectively and clearly with a range of people, both verbally and in writing
Ability to respect confidentiality and be diplomatic
Sensitivity to individual needs of customers and colleagues /

Yes

Yes
Yes
WORKING ENVIRONMENT
Flexibility in approach to working hours
Willingness to travel with colleagues to events, for example Welcome events for new estates. / Yes
Yes

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