Directorate: Operations Job Title: Customer Services Advisor Homes Direct. DBS Disclosure: N/A Issue Date: September 17

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1 Job Description Directorate: Operations Job Title: Customer Services Advisor Homes Direct Service Area: Homes Direct Grade: Scale 4 Special Conditions: None DBS Disclosure: N/A Issue Date: September 17 Relationships 1. Responsible to: Customer Service Team Leaders and Homes Direct Manager 2. Supervisory Responsibility : None 3. Important internal relationships: 4. Important external relationships: Elected Members, Board Members, Estate Management, Voids Officers, Lettings Officers, Estate Services Manager, Response Repairs Team, Resource Planners, Building Solutions Team Concierge Officers, Rents Management, Home Sales, and other staff within Wolverhampton Homes Wolverhampton City Council, Tenants and Leaseholders, Residents, Tenant Management Organisations, Tenants & Residents Associations, Federation of Tenants & Residents Associations, Tenants Groups Primary Functions To provide an excellent front facing service to Wolverhampton Homes tenants and residents, which includes a comprehensive advice and information service on all housing matters, aiming to resolve them at the first point of contact whilst delivering excellent customer service, via a range of communication channels. within our Homes Direct contact centre, moving to digital means wherever possible. To take responsibility for the resolution of customer enquires in relation to Wolverhampton Homes services.

2 To work as part of a high performing team, achieving performance and customer satisfaction targets and providing administrative support. To use any equipment or systems provided to successfully interface with any customer service requirements current or as developed. To assist in the support and training of staff, and the development and implementation of new procedures. Main Activities 1. Section Management and Service Planning To be part of a team ensuring the delivery of a high-profile customer focussed services To work with the Homes Direct Manager and Team Leaders to ensure the contact centre is covered during opening hours and working in accordance with health and safety and financial regulations. To provide a customer friendly, positive and professional response to customers over the telephone or by electronic services, with the aim of resolving enquires at the first point of contact. To contribute to producing an annual section plan. To offer advice and assistance to customers in line with policies and procedures. To promote best practice in Customer Service. 2. Operational Service Provide an excellent service by telephone, or in writing, with commitment to continuous improvement in customer service to our diverse customer base. To promote contact by digital means whenever possible. Encourage the use of repairs self-service and web chat Take ownership and responsibility for the resolution of customer enquiries, and the provision of an extensive information service, in a positive and professional manner, with the aim of resolving enquires within a single contact. Ensure that all enquires are correctly diagnosed, prioritised, responded to and followed up as required. Deliver comprehensive advice about a wide range of service functions. Deal appropriately with enquires and complaints, resolving them as effectively as possible, including, where appropriate, referring them to the appropriate service expert. Ensure that customers reporting repairs, tenancy management or rent recovery issues are recorded and dealt with in accordance with the organisation policies and procedures.

3 Be pro-active in the recovery of all debts to the organisation in accordance with policy and procedures and to provide appropriate advice and guidance relating to arrears matters to our customers. Record accurately complaints in line with the organisations policy and procedures, provide the appropriate advice and action as necessary. To ensure a prompt and efficient service by understanding the service performance targets and how they support organisation goals and aims. Display a positive, flexible and proactive, can do attitude to delivering an excellent service to our customers, leaving them with a positive image of Wolverhampton Homes. Refer vulnerable tenants for additional support through SPIN/Money Smart/Befriending Service Provide administrative support as required. To undertake Customer Satisfaction Surveys as and when required. 3. Contracts To identify and report any inefficiencies within any contracts or service level agreements. 4. Financial Management As directed, to ensure that all inventories and impress accounts are properly maintained in accordance with Wolverhampton Homes Financial Procedure Rules. Ensure that all enquires relating to repairs and rent recovery are recorded and dealt with accurately. 5. Staff Management To support and encourage colleagues in the undertaking their duties To give guidance and support to less experienced colleagues where necessary. To assist with the support and training of staff within the Contact Centre Take joint responsibility for own development. 6. Other duties To participate in Individual Appraisal meetings and training as required. Raise the profile of the organisation, by demonstrating always, a professional positive image, actively and positively promoting the range of services we offer. Develop self and team by embracing changes which improve/expand services delivered by the contact centre.

4 Ensure equality of opportunity both in service provision and employment in accordance with the diverse needs of the community. To ensure compliance with the Data Protection Act and Wolverhampton Homes Health & Safety Policies, Management of Attendance, No Smoking and Customer Care policies and procedures. Any other duties deemed appropriate to the purpose and remuneration of the job subject to any reasonable adjustments under the Equality Act. To undertake any appropriate training, health & safety related duties such as First Aider, Fire Marshall, Duty Holder, Risk Assessments Health & Safety Representative etc. To participate in the exit and leaver process as required. 7. General The duties of the post may change and develop from time to time in light of new legislation, Wolverhampton Homes Policies, organisational developments and social trends. Such developments will be monitored in conjunction with the Chief Executive and Director of Business Support and will be reflected as necessary in the aims and objectives of the post. Whilst every effort has been made to explain the main duties and responsibilities of the post, each individual task undertaken may not be identified. Employees will be expected to comply with any reasonable request from a manager to undertake work of a similar level that is not specified in this job description.

5 Personnel Specification Job Title: Customer Services Advisor-Homes Direct Grade: Scale 4 Job Purpose: To provide a front facing service to Wolverhampton Homes customers, providing administrative support, giving comprehensive advice and information on housing matters, providing resolution at first point of contact and delivering an excellent customer service. To ensure that the service delivered by staff is in accordance with service standards and fulfils Wolverhampton vision of Unlocking people s potential through housing, skills and technology. FACTORS ESSENTIAL DESIRABLE HOW IDENTIFIED Education Standard Numerate & Literate to GCSE standard or equivalent European Computer Driving Licence or equivalent NVQ Level 2 in Customer Service or equivalent Tests Training Evidence of successfully completing job related training e.g. customer service skills, telephone techniques, CLAIT, ECDL Willingness to undertake further training to develop the role i.e. NVQ Level 2 in Customer Service or Call Handling Experience Demonstrable experience of providing telephone-based customer service within call or contact centre environment Experience of inputting data onto a computer and retrieving data to process issues whilst dealing with a customer on the telephone Practical experience of Housing Management or Repairs within a Local Authority, Arm s Length Management Organisation or Registered Social Landlord Experience of rent arrears and collection processes

6 Experience of choice based lettings processes Experience of dealing with a number of online services i.e. Web chat, Facebook Special Knowledge / Skills Ability to communicate effectively both orally and in writing PC literate Awareness of the needs of a multi-cultural society Ability to undertake customer satisfaction surveys Knowledge of Housing Management and / or Repairs and Maintenance Bi-lingual skills (English and Asian or other community language) Assessment / Test Social media Personal Qualities Customer friendly approach to service provision Ability to establish good working relationships Ability to work on own initiative with minimum supervision Application form Assessment / Test Accuracy and ability to work under pressure and to tight deadlines Flexibility in terms of working at different locations Interests & Motivation Relevant to the Job Knowledge of and interest in current housing management and maintenance policies and practices Application form Assessment / Test A desire to be part of the improvement of the service

7 Commitment To Customer Care To Equality in Service Provision Evidence of positive achievements in a similar environment To Continual Improvement in terms of own performance and in service delivery generally Flexibility in terms of the hours worked to cover the opening hours of the service Disqualifying Factors Indication of attitudes/behaviours inconsistent with Wolverhampton Homes Policies and Procedures, e.g. sexist, racist, antidisability or any other attitudes/behaviours. Tests