Customer Services Advisor

As Customer Servicers Advisor, you will be the first point of contact for our customers,responding to their enquiries in a friendly and helpful manner and aiming to deliver a right first-time service. You will promote and support customers to access our digital services.

1. To respond to all Customer Hub enquiries and fully utilise our systems to record information, ensuring a ‘right first time’ service. Follow up on any commitments made to call back a customer to maintain high levels of customer satisfaction.

Ensuring all customer information is kept up to date.

2. To setup new customer agreements and accounts, ensuring that the rent is correctly recorded. To provide accurate information and support to customers including payment advice, diagnosing repairs, and booking appointments, Choice Based Lettings support, whilst providing information and advice on all services.

3. To effectively deploy repairs colleagues to emergency and responsive works,meeting targets and our customer’s needs.

4. To actively promote the uptake of digital services and support customers to makebest use of their online account.

5. To raise repair orders and re-schedule appointments and support other teams across the business by recording call-back case notes and incidents.

6. To be a proactive member of the SLH team; continually seeking to improve outcomes and develop your own skills and the performance of the team. You willseek to improve processes and ensure value for money.

7. To ensure that Health, Wellbeing and Safety policies and procedures are adheredto, to deliver effective and safe services and operations.

8. To ensure you work in accordance with legislative, regulatory and financial requirements in relation to your role at all times.

9. To ensure that SLH data is collected, safely and appropriately managed, reported accurately and produced in a timely fashion to aid sound decision making and that appropriate procedures, systems and processes are in place to ensure data quality and security.

Good general education background with passes at GCSElevel or equivalent in Maths and English

An understanding and developed working knowledge of computer systems including Excel, Word, and Teams

An unwavering commitment to equality, diversity, and inclusion, ensuring this is embedded in the work of SLH

Knowledge of current social housing issues

Can work as part of a team

Good communication skills - in writing, on the phone andin person

Listening skills and able to build and maintain effective working relationships

Learning new things and can pick things up quickly

Well organised and able to work to deadlines

Able to work under pressure

An interest in housing and/or social issues

Is a role model to colleagues in expected professional standards, and in alignment with SLHs shared SLICE values and behaviours

Relevant front-line experience of dealing with customers

Values and behaviours - It’s not just about what we do,we believe it’s how we do it too.

By living our behaviours every day,our colleagues,managers and senior managers are living our shared valuesand helping to deliver our Business Strategy objectives of Quality Homes, Quality Services and Quality People:

Do the right thing For residents, communities and eachother. We stop and consider what the right thing to do is,even when it is difficult

Show respect and kindness, always No matter the situation or conversation, we treat everyone with respect and kindness.

Be honest and fair Honesty and fairness underpin what wedo. We value transparency, welcome discussion anddebate, and are open to change when it is the right thing todo.

Make it happen We take personal responsibility, take pridein doing our best, stay curious and embrace learning and innovation.

All belong at SLH We embrace the power of difference andsee it as a real strength, ensuring everyone feels they belong.