Officer. JOB DESCRIPTION Customer Services Officer. Housing Operations. Property Services. The Burys, Godalming, Surrey, GU7 1HR

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1 Job Description : Customer Services Officer Waverley is an ambitious authority, committed to being one of the leading Councils in the country at a time of major change by developing a high performing, highly engaged staff team to share the organisation s values and deliver our corporate objectives. JOB DESCRIPTION Job title: Service: Team: Location: Reporting to: Responsible for: Customer Services Officer Housing Operations. Property Services The Burys, Godalming, Surrey, GU7 1HR Customer Service Manager Not Applicable OUR ORGANISATIONAL VALUES Openness Excellence Fairness In Waverley we value openness and honesty where communication is clear and constructive and actions are transparent. In Waverley we value excellence, working in a consistent and professional way to achieve the highest standards possible, taking the time to recognise and celebrate success. In Waverley we value fairness and respect, working with integrity to ensure that everyone is treated well and has equal access to the opportunities available. Team Work Taking Ownership In Waverley we value team work and collaboration, with approachable staff actively contributing to our shared corporate goals. In Waverley we value taking ownership, where everyone feels personally committed to issues at hand and is working towards a positive outcome PRINCIPAL PURPOSE OF THE ROLE Responsible for the delivery of high quality, effective service relating to orders, inspections and general enquiries within Customer Service Team. To deal efficiently with telephone calls, s, letters and personal callers, ensuring the customer receives a guaranteed and timely answer to their enquiry. To provide administrative support for the Property Service Team.

2 MAIN DUTIES AND ACCOUNTABILITIES Operational Receive requests from customers, consultants and contractors to action, ensuring completion of the enquiry promptly and efficiently. Diagnose incoming requests from our tenants and issue orders to the appropriate contractors to ensure that: Repair priorities are correctly determined and applied Incoming requests for work are accurately diagnosed & coded using NHF schedule of rates Correct contact details for tenants are noted and entered onto each order raised Every job raised has the correct expenditure code Additional details required to pinpoint exact job location are entered on to the order Contractual obligations relating to invoicing are adhered to by all parties Understand and operate computer systems used internal including Orchard, Agresso, Keystone, Sharepoint, MCM. Civica & I-Trent Responsibility for the production of all works orders and customer acknowledgements, ensuring their daily dispatch. Responsibility for the investigation and payment of gas and electricity accounts for void properties. Ensure that the minimul of paperwork is retained and essential documents are filed on the relevant computer systems (Civica & Sharepoint) Administer the disabled adaptation process for referals received, raising orders and instructing contractors to complete minor works Organise and prepare documents for scanning onto Civica, ensuring appropriately indexed and filed. Raise orders for decorating packs and produce vouchers to include within new tenant sign up packs. Finance & Budgets Responsibility for checking and reconciliation of contractor invoices to ensure accuracy, appropriate use of schedule of rates and where required rejecting invoices which are unsatisfactory. Identification of recharge cases and liaision with Deputy Customer Service Manager to enable appropriate valuation and invoice production. Customer Service Responsibility for processing of all customer satisfaction letters and prompt action and escalation of any complaints arising. Delivery of excellent service to all customers in line with published service standards, including provision of advice and assistance to all customers. Ensuring the customer receive a prompt and complete response to their enquiry or issue, and ensuring a record of actions taken is logged. Treate all customers, contractors and contacts with dignity and respect whilst at work in accordance with the Council s policies, guidance and protocols. Ensure tha the principle of confidentiality and the requirements of the Data Protection Action are fully applied at all times. Actively promote the Council s Equality and Diversity policy in all aspects of your

3 duties. Assist Housing and Corporate Officers with the collection of information to enable accuarate complaint investigation and response. Team Working & Communication Provide service specific advice and support to colleagues in Property Services, the wider Housing service and across the Council. Assist Property Services professional and technical staff with day to day administration and support such as data entry, letter writing, post distribution or other general clerical duties. Attend and contribute to all meets as requested. Training and Development Undertake training and development opportunities as required to ensure that the available skills are in place to meet business objectives and enable the achievement of potential. Service Development & Improvement Contribute to service development and improvement planning and share ideas with your Line Manager. Health & Safety Comply with all Health & Safety legislation for your area of work, ensuring that risks are identified, managed and monitored as required. Adhere to effective safeguarding practice for vulnerable adults and children in accordance wth the Councils policies. Ensure compliance with Council s Asbestos policies are procedures are adhered too. DIMENSIONS OF THE ROLE Properties 4,800 Work Orders Raised 30,000 per annum Pre Inspections Raised 2,000 per annum Post Inspections Raised 2,300 per annum Incoming Calls 31,000 per annum Decoration Packs Produced 350 per annum

4 AREAS OF ACCOUNTABILITY/PROBLEM SOLVING DECISION MAKING / SCOPE FOR IMPACT Diagnosis and analysis of incoming calls to determine appropriate course of action Deal with vulnerable, difficult and ddemanding stakeholders Taking ownership and progressing complaints received and where finding resolutions Diagnosis of repair requirements in order to select accurate schedule of rates codes to ensure accuarately costed orders are rasied. PLANNING/ORGANISING/CONTROLLING Issuing work orders requested by Propety Service colleagues and allocation of appointments to customers for works or inspections. Production of job orders and dispatch to relevant contractor. Checking invoices for accuracy and processing invoices within Orchard within agreed timescales. Processing invoice payments through accounting system Agresso to ensure prompt payment Batching, indexing and storage of documents within Civica Recording of complaints received and actions taken, distributing to Council Members, senior managers and directors Provision of accurate background information in relation to complaints, freedom of information requests or Councillor enquiries. CUSTOMERS AND CONTACTS INTERNAL All staff including the Corporate Management Team, Executive members including portfolio holders for the Housing Services & ward members. EXTERNAL Tenants, leaseholders, tenant resident groups, memebers of the public, contractors, suppliers, utility companies, citizens advice bureau, Police, Support Workers & Social Services. SERVICE/TEAM STRUCTURE Head of Housing Operations Property Services Team Manager Property Services Contracts Manager Customer Services Team Manager Customer Services Team Leader Customer Service Officer x4

5 PERSON SPECIFICATION Candidates must be able to fully demonstrate all essential criteria within their application form to be shortlisted for this role. PERSON SPECIFICATION ESSENTIAL CRITERIA DESIRABLE CRITERIA QUALIFICATIONS/ EDUCATION / TRAINING / EXPERIENCE A good general standard of education at GCSE or equivalent including English & Maths European Computer Driving Licence (ECDL) or equivalent. Computer Literacy KNOWLEDGE /TECHNICAL SKILLS Ability to diagnose basic housing repairs relation to plumbing, electrical and general building works COMMUNICATION Ability to choose the most effective communication method dependent on the situation and individual requirements CUSTOMER SERVICE Demonstrate experience of using active listening skills. Demonstrate experience of actively ensuring stakeholders are kept informed to manage expectations Understanding of and commitment to promoting equality and diversity in service delivery and employment. Exhibit ability to identify and meet customer needs and expectations Display ability of taking ownership of customer requests, manage expectations in order to achieve a high quality resolution Upkeep City & Guilds Certificate in Diagnosing Defects & Ordering Repairs Experience of working with customers via telephone, , letter or face to face. Keeping accurate details of all essential information. Knowledge of Safeguarding Awareness of asbestos to UKATA standads Contributation of ideas to improve Customer Service

6 Experience of dealing with needs diverse customer base TEAM WORKING Ability to use resources efficiently in order to achieve goals and targets. MANAGING SELF AND OTHERS Demonstrate a willingness to learn from others Experience of achieving objectives on time and accurately Experience of positively influencing the way a team works together CAN DO APPROACH / ACHIEVING RESULTS Demonstrate experience of using initiative with successful outcomes Display ability to constructively challenge practices in order to achieve performance improvement. SPECIAL REQUIREMENTS For business continuity purposes you are required to have access to the internet at home via broadband on a PC, laptop or tablet. For Official Use only Job title: Customer Service Officer Post no: HF19 Service: Housing Operations JE score: 172 Team: Property Services Pay band: 9 Location: Competencies: (level 1 4) REVIEWED BY: APPROVED BY: LAST UPDATED: The Burys Godalming, Surrey GU7 1HR Position type: (if part time, working pattern) Communication: 2 Customer Service: 2 Team Working: 2 Managing Self and Others: 2 Can do approach/results 2 Hugh Wagstaff DATE: Employee Services this? September 2015 DATE: DATE: Full time 37 Hours/ Five day week September 2015