SOHO HOUSING JOB PROFILE. Report To: Customer Services Manager Date: January 2018

Transcription

1 SOHO HOUSING JOB PROFILE Job Title: Customer Services Advisor Report To: Customer Services Manager Date: January 2018 A. Job Purpose To provide an exceptional level of service and first contact resolution for customers who contact Soho Housing. To also provide a responsive business support service to teams throughout the organisation. B. Dimensions Staff: None Budget responsibility: None Scope: Working with staff, managers and directors in Soho Housing, contractors and other various external customers.

2 C. Key Accountabilities Daily contact with customers: 1. Responding to customers who contact the customer services team with various enquiries via telephone, , customer and contractor portals within Soho Service Standard s timescales 2. Use the customer relationship management (CRM) system to ensure customer interactions are captured and correctly processed. 3. Raising repair job orders with contractors and recording this on the system from start to finish 4. Dealing with the majority of customers queries as the point of first contact and if it is a complaint, record it and apply the complaints procedure/policy 5. Taking ownership of incoming issues to resolution and forwarding complex or technical issues to the dedicated service delivery teams in Soho Housing, e.g. housing team, finance team, Soho Limited and asset management Business Support: 1. Provide business support to other teams in the organisation 2. Working with different teams in the organisation to share information/ resolving issues so as to ensure a seamless service is provided to customers 3. Provide support in contract management/administration, e.g. preparing the specifications, tendering, review, selection, placing orders, reviewing work post completion, recording details of work undertaken 4. Provide support in gas safety work or other compliance work undertaken by the asset management team 5. Work in collaboration with other teams to support their business objectives and vice versa Performance reporting: 1. Assist your manager in managing the performance of the performance of the outsourced out-of-hours service 2. Achieve the Key Performance Indicators set for the customer services team 3. Assist your manager in producing year end reports for all key operational areas Management of customer feedback: 1. Assist your manager in coordinating and monitoring complaints and compliments 2. Conducting customer satisfaction/feedback surveys and other outgoing customer engagement for all service areas 3. Assist your manager in capturing lessons learnt from complaints/compliments 4. Identify and suggest areas of service improvement and ways to increase customer satisfaction. Other Duties

3 1. To carry out any other reasonable duties consistent with the role as may be directed from time to time. 2. Covering other roles due to holidays/sickness/staff shortages 3. To be available for occasional evening meetings as required. 4. To maintain relevant market knowledge and contacts. 5. To undertake any required learning and development to develop within the role.

4 D. Additional Information Context/Environment: The customer service team operates between 9am 5pm, Monday to Friday and the out-ofhours service is outsourced to an external contractor The customer services team serves mixed tenure residents, commercial tenants, contractors and various external customers who contact the organisation Person specification Qualifications Required: Essential: Minimum five GSCEs, including Maths and English Desirable: Tertiary Qualification in Customer Services, Business Management, Property/Housing Management Skills/Knowledge/Experience: Have a minimum of two years experience in a customer facing role Understanding of customer and/or contractor online portals A proven track record in providing outstanding customer service, preferably within the property/housing sector An understanding of the dynamics of a customer service environment Experience of dealing with customer complaints and financial queries Knowledge of a customer relationship management system Excellent written and oral communication skills An excellent and professional telephone manner Ability to work independently and take decisions based on policy and procedure guidelines Good numeracy and literacy skills Experience in handling sensitive and confidential information in line with Data Protection legislation Good organisational skills and the ability to multi-task Ability to work effectively within a team Computer literate with a good working knowledge of Microsoft Outlook, Word, Excel and able to adapt to using other more specialist IT packages

5 Personal Style and Behaviours Highly motivated and committed to delivering quality outcomes, with a can do attitude Strong customer focus and interest in supporting the community Good commercial awareness Flexible approach to work with clear focus on outcomes Confident in building and maintaining relationships with keys stakeholders external and internal customers Takes a creative approach to problem solving A high degree of professionalism in approach to work Ready to take ownership, accountability and responsibility Excellent attention to detail Able to manage own work effectively and deliver to deadlines Able to achieve individual / team performance indicators (KPI s) and service delivery plan Able to listen to, support, respect and value colleagues Enterprising Excellent ability to collaborate effectively within a team Commitment to Soho Housing promoting equality and diversity in all aspects of its activities A willingness to 'muck in and carry out a variety of tasks as necessitated by a small business The ability to work on own as well as taking direction from others but most importantly to manage their time effectively. Be keen to work in an office environment and be a part of a busy team. Line Manager Employee: