Services Advisor

Housing Services Advisor

Fixed term for 1 year to cover a period of maternity leave and a postholder on secondment.

This post is based at Link’s Falkirk office. However, hybrid working is available with this role.

35 per week, Monday to Friday.

Alternative working patterns and/or working arrangements will be considered.

The Role

At Link, people are at the heart of everything we do. Our people have made our award-winning social enterprise the success it is today and as it continues to grow, we want them to be the best they can be and to reach their potential.

The Customer Support Team is the first point of contact for all customers of Link Group Housing Services, including but not exclusively current tenants, the general public and those looking for housing options advice.

As part of a multi-skilled team, the Housing Services Advisor will be expected to deliver the highest-quality service, in a fast-paced environment, meeting customer needs at the first point of contact. The postholder will resolve the majority of incoming housing enquiries received through multiple communication channels e.g. telephone, e-mail, live chat and in person.

The successful candidate will be required to use their initiative and knowledge to assess a situation and take the appropriate action. They must be accurate, organised, have excellent IT skills and be able to work within tight timescales with the ability to multi-task, and apply the policies and procedures that are in place.

All enquiries and/or requests for service must be dealt with confidently and efficiently. The postholder will be expected to remain calm, sympathetic and supportive while dealing with both routine and difficult situations.

About You

You will have basic education and qualifications, e.g. Standard Grade/National 5 or equivalent, including English and Maths/and or Arithmetic and you will hold or be willing to work towards a Housing Qualification Level 3.

Knowledge of and commitment to excellent customer care and equal opportunities is essential for this role and the successful candidate will have knowledge and understanding of Data Protection and its application in a customer focused environment.

The role requires a high degree of competence in the use of IT Systems, particularly those used in a service delivery as well as experience of working in a fast paced multitask role dealing with a range of duties and customers.

In return you will be offered the opportunity to enhance your skills and knowledge through employee training and development. You can expect to work in a supportive, trusting and transparent working environment, with the autonomy to offer creative and innovative solutions whilst maintaining Link’ s values;
Responsibility, Empathy, Social Impact, Participate, Equity, Challenge and Transparency.

For further information on the main position accountabilities and a comprehensive list of the essential and desirable criteria required for this post, please refer to the Job Specification in the Job information Pack on Link's website.

What’s in it for you?

As an Investor in People, we strive for continuous improvement through the management and growth of our staff, offering a wide range of training and development opportunities.

As a Link employee, you'll likely benefit from the following:

• Competitive salary, reviewed annually, and opportunity for annual performance related salary increases and discretionary non-consolidated pay awards subject to terms of the scheme
• 35 days’ holiday per year (inclusive of public holidays) pro rata plus an additional 1 day’s pro rata holiday per year after 1 years’ service up to a maximum of 40 days per year
• Opportunity to buy and sell holiday days
• Enhanced company sick and family friendly pay
• Access to paid qualifications and a wide range of learning and development opportunities and funded professional membership
• Defined contribution pension with matched generous employer pension contributions plus salary exchange and additional voluntary contribution options
• Access to a Salary Exchange car leasing scheme, subject to the terms of the scheme
• Life assurance scheme providing death in service benefits
• Healthcare cash plan for…