Customer Service Advisor

About The Role

We have an exciting opportunity for a Customer Service Advisor ance is a specialist supported housing association that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living.

• Provide support and assistance to customers who are reporting housing repairs, ensuring that the correct diagnosis is given and the job is logged to the appropriate contractor.
• Ensure that all calls are answered within appropriate timescales and either dealt with to satisfactory conclusion or passed through to the appropriate department/representative.
• To answer housing enquiries of a wide range in nature. Where support cannot be given immediately, ensure that the customer is informed of the actions taken and how they will be contacted regarding their enquiry and within what timescale.
• Provide a range of appropriate assistance to customers in accordance with policies and procedures to ensure they receive accurate, up-to-date information.
• Filter mail, email and telephone calls and deal effectively and professionally check and provide relevant information.
• Liaise with other teams or external service providers if required to respond to customer repairs and queries and/or signpost customers to other appropriate agencies/departments.
• Accurately record actions taken and/or decisions made and maintain records as required to provide an auditable advice trail that ensures regulatory and procedural compliance.
• Maintain professional awareness of all developments, changes in law and Advance policies which may affect the service to ensure the team provide up to date advice.
• Assist staff members by providing coaching, shadowing and system training to support team members in their role to meet targets.
• Carry out a range of customer satisfaction surveys.
• Reactive or responsive repair ordering and processing including diagnosis and invoicing.
• Taking initial aids and adaptation enquiries, offering guidance, and acting on the enquiry.
• Ordering of furnishings, flooring, window coverings, white goods, cleaning, gardening, pest control and other services where Advance are responsible.
• Processing requests for rent statements and dealing with basic rent enquiries.
• Initiation of process for responding to complaints and compensation claims.
• Initiation of process for reporting and recording Antisocial Behaviour (ASB).
• Undertaking a range of administrative duties within the Customer Services department, including but not limited to invoicing, updating the system and processing recharges.
• Responsible for managing and directing the use of resources effectively and efficiently to deliver team objectives, conscious of the financial implications of these decisions.
• Actively promote team working within own department and across Advance to meet operational and corporate objectives.
• Actively participate in the system administration of Open Housing and any new system implemented in the future.
• Assist colleagues and departments within Advance as required to meet customer expectations. This will include providing administrational support, operating within the demands and constraints of all customer contact points.

For more information about the role please contact Daniel Ryan on daniel.ryan.

Advance is a national, not‑for‑profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard.

We recognise that our people are our greatest asset and we’re passionate about making Advance a great place to work. We invest in our staff, providing the training and support you need to succeed in your role, gain industry‑recognised qualifications and realise your career aspirations.

We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or…