Johnnie Johnson Housing Trust embraces a ‘One Team’ ethos. We employ people who are dedicated and pioneering and in return, we empower them to be the very best that they can be. As a result, we can continue to ensure our customers remain at the very heart of everything we do.
Job Title / Customer Support Team Leader / Location / Office Based
Reports to / Customer Services Manager / Direct Reports / Customer Services Advisors / Grade:
B4 / Salary:
£25-£30,000 p.a.
Overall Purpose: This role sits at the heart of our service offer taking the lead to ensure that the administration for the whole organisation is efficient and effective, helping the Trust deliver an excellent service to all our residents, always having in mind our mission of Living Longer Living Better and the principles of empowering our residents to engage with the Trust.
Responsibilities & Outcomes Experience General Role Requirements
Key Responsibilities:
Day to day planning, supervision and performance management of the Customer Service ‘Hub’ support team, providing direction support and training for staff in order to:
- Ensure delivery of high quality response to enquiries and provision of administrative services which achieve excellent quality customer focussed services in line with JJHT Service Offer and Service Standards aiming to attain top quartile housing management and customer satisfaction performance standards.
- Provide a one team, collaborative approach to all aspects of administration and support required to achieve JJH performance objectives, linked to corporate and service plans.
- Ensure administrative support services achieve legal and regulatory compliance including:
- Service Charge Account reviews
- Statutory Rent Reviews and Rent Setting
- Sales
- Nominations
- Rent Deposits
- Etc.
- Ensure administration of financial transactions including direct debits, purchase orders, invoice processing, payroll returns etc. are undertaken in line with JJH financial regulations, policies and procedures.
- Ensure regulatory and Local Authority recording systems for new tenancies and sales (CORE) are updated accurately and to achieve submission deadlines.
- Ensure former resident arrears are processed and write offs recommended in accordance with Income Management Policy and procedures.
- Provide high quality response to enquiries received via multi-channels in line with service standards.
- Support the Operations Team at property marketing and customer involvement events.
- Optimise use of technology and systems to achieve value for money service improvements
- Contribute to process and service reviews and identification of efficiency savings and service improvements.
- Investigate complaints and ensure complaints and anti social behaviour cases are administered in line with JJH policy and procedures and first point of contact resolution is achieved where possible.
- Review and write policy and procedural documents.
Design, develop, implement and analyse feedback surveys to support organisational objectives and identify areas for improvement.
Lead on development of Housing Management IT systems as directed e.g. CRM, Rents, Allocation and Repair modules developing and implementing workflows to improve efficiency.
Work together with the Customer Service Team Leader to develop multi channel systems in line with JJH Multi Channel Strategy and the new Service Offer and monitor performance across all channels to ensure delivery of a consistent high quality service, regardless of the channel used by customers.
Provide cover for the Customer Service Team Leader and Administrators to meet the operational needs of the service
To implement and ensure compliance with JJH policies, procedures, codes of practice and initiatives relating to Equality and Diversity, Customer Care, Health and Safety, Data protection and confidentiality of information, Financial Regulations and Standing Orders.
To identify and incorporate best standards and best practice and work to continually improve standards, promoting JJHT to tenants, clients and those seeking assistance from JJHT.
Manage the administration of former tenant arrears, minimising debt, preparing refunds and cases for write off.
Manage rent and financial accounting system to deliver effective income processing e.g. financial integration etc.
Manage administrative services required to deliver an effective Income Management service meeting all legislative requirements for statutory rent review and rent setting.
Ensure that rent increase information is supplied to statutory agencies annually. / Essential:
- At least 2 years experience of leading and supervising staff to achieve key performance targets and deliver excellent customer service and administrative support.
- Experience of delivering first point resolution to complaints and enquiries.
- Experience of supervising services to achieve legal and/or regulatory compliance.
- Experience of developing multi channel contact and administrative support services and systems including use of websites and social media etc.
- Evidence of working as an effective team player and building and maintaining effective relationships with colleagues.
- Evidence of working flexibly to achieve tight deadlines.
- Experience of working with partners and stakeholders to develop and improve services.
- Experience of supervising teams within the housing sector.
Values:
One Team
We work together as ‘one’ with colleagues, customers and other partners to deliver quality housing and services, and to drive maximum value for money to our customers.
Pioneering
We have current and future customers at the heart of everything we do.
Empowering
We offer customers choice about housing and services enabling them to lead a good quality of life with the right level of independence.
Dedicated
We are committed to our customers and believe that we directly impact on their quality of living.
Responsibilities & Outcomes Skills & Knowledge General Role Requirements
Key Outcomes
- Customer Service ‘Hub’ Support team performance targets and service standards achieved
- First Contact Resolution achieved
- Data on systems is accurate and up to date
- Administrative services have supported implementation of the new JJHT service offer.
- Customer enquiries responded to consistently across a range of channels in line with service standards.
- Customer Satisfaction performance targets achieved.
- Anti-Social Behaviour and Complaints/Customer Feedback recorded onto database in line with policies.
- Administrative service delivered to support achievement of upper quartile performance for Operational, Housing and Customer service.
- New technologies and use of systems are embraced and efficiencies are achieved in service delivery in line with Corporate and Service Delivery Plans.
- Annual service charge accounts produced and issued to Leaseholders in line with legislative requirements and service charge accounts procedures.
- Rent review completed annually in line with Income Management policy and procedures.
- Legal and Regulatory compliance maintained for Sales, Staircasing, Service Charge and Rental Income services.
- Excellent written/verbal communication and numeracy skills
- Excellent organisational skills
- Ability to work collaboratively with and influence other colleagues to achieve objectives
- Ability to use a range of media channels to respond to customer enquiries.
- Strong organisational skills and ability to prioritise workload to achieve organisational objectives.
- Experience of using a range of IT systems including Microsoft Office products
- Knowledge of legal/regulatory requirements underpinning the provision of housing and homeownership services.
- Working knowledge of contact centres, CRM and other contact centre technology
- Experience of using housing management systems to record repairs, income, rents and performance management information etc.
One Team
- We work as a team
- We communicate effectively
- We take a ‘Can Do…’ approach
- We innovate and have the drive to succeed
- We share our knowledge and learn
- We employ creative and critical thinking
- We all set direction
- We inspire others
- We are effective at decision making
- We are focussed on our customers
- We are accountable for our results
- Our business acumen allows us to succeed
Qualifications
- To A Level Standard or equivalent relevant experience
- At least 2 years’ experience of working in a relevant position
Other
Driving License required / No
Mobile working required / No
Evening & weekend working required / Occasionally
You are also required to undertake any other duties within your capabilities as may be reasonably required.
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