/ Role Profile
December 2016
Job title: / Customer Service Advisor
Reports into: / Customer Service Centre Team Leader
Department / Location: / Customer Contact Centre, Hertford
Role purpose: /
  • As a member of the Customer Contact Centre team, to provide a responsive, customer-focused service to all contacts made by telephone and electronically, and by other systems as they become available
  • To contribute to a high level of customer satisfaction, as part of the organisation’s customer service strategy

Key Responsibilities and Accountabilities
  • Ensure a superior quality customer experience for our customers is achieved by being part of a team that is responsive to their needs, delivering resolutions where possible.
  • Communicate effectively with customers, providing clear accurate information and advice in a professional manner on the telephone and in writing. This includes undertaking outbound calls where appropriate.
  • Record relevant details, enabling accurate diagnosis of issues and the provision of appropriate responses.
  • Enhance the quality of the service and enable accurate records and availability of performance information by using all systems available.
  • Deal with all calls as first point of contact for the Network, liaising with staff in other departments where necessary. Customer issues and contact will include reporting of repairs, payment of rent, complaints, reporting ASB and general enquiries around rehousing and corporate issues.
  • Demonstrate at all times a good understanding of the customer profile and an ability to address the needs of vulnerable customers, while contribute to the customer service ethos of the organisation, representing Network in a positive light at all times.
  • Adhere to policies and procedures, meeting standards and targets, both qualitative and quantitative.
  • Continually deliver strong, positive and demonstrable customer service skills and experience.
  • Demonstrate the ability to remain calm, non-judgemental and professional whilst working in the pressured environment of a customer contact centre.
  • Participate in training and coaching opportunities to ensure ability to deal with a wide range of enquiries.
  • Work as part of a team to deliver exceptional levels of customer service ensuring that your communicate positively with other team members and the customers.
Standard responsibilities
Adopt and comply with Network values, policies and procedures, and regulatory frameworks including:
  • Code of Conduct
  • Health & Safety
  • Data Protection, privacy and use of IT resources
  • Regulatory standards and probity
  • Risks and internal controls framework
  • Human Resources policies and procedures
  • Equality and diversity
No role profile can cover every issue which may arise within the post at various times. The post holder is expected to carry out other duties from time to time, which are broadly consistent with those described.
Person Specification
Education
  • A good standard of education commensurate to the level of the job and the knowledge and skills required below
Knowledge and skills required
  • General understanding of customer services within a housing association and the role of a Customer Contact Centre
  • Understanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customer
  • Excellent verbal and written communications skills
  • Excellent IT skills (MS Office, Outlook and the ability to adapt to CRM packages)
  • Excellent interpersonal skills i.e. listening used every day to communicate and interact with other people, both individually and in groups
  • Demonstrable ‘can-do’ attitude and ability to respond in a professional manner, enhancing the customer experience through the ability to respond and resolve issues.
Experience required
  • Experience of working in a customer services environment, within the public or private sector

Organisational Competencies
We want to make Network a great place to work and a great organisation that really delivers for its customers. Our HART behaviours are designed to guide how we work, every day. Everyone within the organisation is expected to demonstratethe four HART behaviours:-
Hungry – I am ambitious to succeed
  • Optimistic: I am can-do and focussed on what can be done
  • Creative: I find new ideas and solutions to challenges
  • Bold: I get out my comfort zone and try new things
  • Motivated: I welcome feedback and want to succeed
Accountable – I take personal ownership and responsibility to get things done I make things happen by empowering and delivering through the team and using resources effectively
  • Resilient: I work hard to make things happen
  • Disciplined: I am realistic and do what I say I will do
  • Personal ownership: I take ownership of an issue until it is resolved
  • Confident: I make decisions that are within my remit
Respect – I treat everyone with respect and understanding I arrive on time and take full part in meetings
  • Prepared: I arrive on time and take full part in meetings
  • Communicator: I listen to others and work hard to communicate well
  • Responsive: I always answer a ringing phone and respond quickly
  • Self aware: I put myself in others’ shoes and understand how my actions impact on others
Together – I am proud to be one team
  • Positive: I talk positively about Network Homes as one team
  • Proactive: I put myself forward and build great relationships
  • Supportive: I support and recognise the contribution of others
  • Role model: I genuinely believe I make the difference

Additional Information
  • The hours for this position are on a rota basis of 7 hours per day during opening hours from 8am to 6pm (Monday to Friday)

Customer Service Advisor – December 2016