ROLE PROFILE. Role Code 46. Role Title. Directorate

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1 Role Title Directorate ROLE PROFILE Customer Service Advisor/ Customer Service Advisor - Out of Hours Operations: Homes and Department Communities Responsible to Team Leader Responsible for N/A Role Code 46 Response Role Purpose Brief description of the role As part of a high performing team provide an efficient, friendly and responsive service to internal and external customers. Responsibilities and Accountabilities Statement of the main areas of responsibility. To act as the first point of contact for internal and external customers, striving to handle a wide range of queries in the first instance. 2. Adhere to the premise of right first time only escalating queries to specialist teams and contractors when it is necessary to do so. 3. To take responsibility for monitoring and responding to lone working calls and the domestic abuse helpline, signposting or escalating where appropriate. 4. Deal effectively and objectively with difficult, irate or abusive customers, diffusing emotive situations. 5. Share information with colleagues and other departments to ensure continuity of service. 6. Be flexible in order to support the team. 7. Use the appropriate technology effectively to provide and maintain client satisfaction. 8. Use own initiative to decide on appropriate course of action. 9. To resolve complaints in the first instance where possible, or refer to the relevant department as required. 0. To assist with administration based duties as required.. To assist the Income Team with rent enquires and the setting up of payment agreements where required. 2. To assist customers in the bidding for properties where required. Standard Responsibilities To adopt and comply with Optivo s values, policies and procedures, and regulatory frameworks including: Code of Conduct Health and Safety Data Protection and use of IT resources Regulatory Standards and Probity Risks and internal controls framework Human Resources policies and procedures Equality and diversity

2 No role profile can cover every issue which may arise within the post at various times and the postholder is expected to carry out other duties from time to time, which are broadly consistent with those described. Knowledge, Skills and Experience The tools needed to do the role 5 GCSE s or equivalent experience. Excellent interpersonal skills with the ability to communicate effectively with internal and external customers. Personal resilience, with a proven ability to deal with difficult customers. A demonstrable commitment to service quality. Essential Travel between sites may be a requirement for this role. There may be a requirement to attend meetings and other activities outside of normal working hours. Competencies The behaviours we expect from you at work and the level of professional / technical competency required to do the job. Competency Outcomes Level Solution-focused Taking responsibility and taking action to promote great customer service, with a Can Do attitude Team Spirited Working as a team towards common goals, creating a sense Listens carefully to internal and external customer s views and aspirations and takes appropriate action to meet their needs. Displays a positive attitude at all times and focuses on what they CAN DO, particularly when seeking to resolve issues and problems. Takes ownership and responsibility for issues, states clearly what they will do personally to respond and is pro-active about doing it. Helps to identify and resolve problems and address quality issues, even when they are not in own immediate area of work, and is creative in finding solutions. Communicates openly, clearly and positively; shows awareness of and sensitivity for views and ideas which are different to their own. 2

3 of team spirit and communicating effectively Ambitious to Succeed Striving for quality and excellence, learning from best practice and working through any barriers to success Responsive & Resourceful Being polite, honest and open and taking ownership to do what we say we will do Equality, Diversity & Respect Understanding, encouraging and embracing diversity and treating others with dignity and respect Liaises with colleagues in other teams to provide support and help them with their queries; understands we are one team with a common goal to provide great homes and services. Joins in and displays a positive approach to teambuilding activities. Is helpful, supportive and welcoming to new team members to ensure they settle in quickly. Goes the extra mile to help, support and provide excellent services to residents, customers, colleagues, partners and other stakeholders. Is careful with equipment and resources and looks for ways to be more efficient and cut waste and bureaucracy, passing these suggestions to the appropriate Manager. Is outward-looking - learns from other s good practice and aims to better it. Listens to resident and customer s views and needs, and aims to be pro-active in meeting these; makes suggestions to Managers about how to plan effectively for future services. Does what they say they will do, is honest, keeps promises and keeps others informed about what we are doing and why; gives regular progress updates. Is open to getting feedback and receives complaints graciously and non-defensively; commits to getting things put right and says sorry where appropriate. Is polite, respectful and courteous to others, listens carefully and gives their full attention; goes out of their way to be friendly and caring. Works hard and does everything possible to get things right first time, and to put things right if necessary. Understands and works to the organisation s equality and diversity commitments for customers and/or staff. Treats people with dignity and respect, and uses appropriate language. Understands that people (both customers and colleagues) have differing needs and responds to 3

4 Value for Money Working efficiently and being non-wasteful; thinking of ways to save money and resources Managing Risk Understanding and acting upon potential risks relevant to your work Health & Safety Working in a way that ensures the health & safety of all and being alert to potential hazards Customer Access and Response (dept-related technical comp) these appropriately, seeking advice and guidance where needed. Is aware of the support available and passes this information to those who need it. Informs their manager if they experience inappropriate behaviour in others. Understands the principle of value for money and implements this in their day-to-day work. Looks for ways to work more efficiently, and highlights potential cost savings and efficiencies to the relevant Manager. Where required, maintains accurate financial and other records and uses the data in an appropriate way. Understands basic principles of risk within own area of work and how risk can impact the organisation. Is alert to and flags any identified risks to the relevant Manager. Is aware of the risk register for their own team. Understands basic health and safety requirements and own responsibilities within the workplace. Is able to identify basic health and safety hazards (such as trip hazards, heavy loads, spillages or leaks etc) and report them to a supervisor or Health and Safety Officer. Is able to set up own workstation in line with display screen equipment (DSE) guidelines and adjust equipment to a safe and comfortable working position, with guidance if required. Makes proper use of any personal protective equipment (PPE) and other safety equipment required for the job. Has basic understanding and awareness of the housing and other services provided, and the departments within the organisation to deal with a wide range of queries to the right first time principle. Has an awareness and understanding of customer service and complaints practices, policies and procedures. 4

5 Has knowledge of the lone working procedure and domestic abuse line and how to handle such calls. Identifies when and who to pass customers onto for further assistance. Adopts a courteous, helpful and positive approach to all customers. Knows the call response targets and other service level agreements (SLA) which apply to them, and what they need to do to meet them. Use basic techniques to deal with difficult customers effectively, Able to conduct customer telephone surveys to a prescribed script. 5