Property Advisor

Location: Didsbury

Reporting to the Contact Centre Manager, the Property Advisor will work as part of the Plumlife Directory To provide an exceptionally high quality first point of contact resolution to a wide range of customer demands via multiple communication channels and prevent unnecessary escalation to colleagues. The Property Advisor will work with customers from across all Plumlife tenures guiding them to use our self-service options.

What you’ll be doing

* To answer a wide range of customer queries over the; phone, email, webchat, SMS and social media channels on matters such as; rent account management, lease and tenancy related issues, resales and staircasing advice, new development information, general enquiries around affordable home ownership products, repairs reports, and complaints, and in the majority of cases providing a resolution at the first point of contact.

* To undertake, support and complete all admin functions relevant to the role. To process payments from customers over the telephone. Also to support in the production of reports and management information relating to performance and compliance as required, or as directed by the Contact Centre Manager

* To provide guidance and assistance to customers to enable them to access the services of other agencies in order to support resolution of their issues.

* To manage customer expectations about the Plumlife service offer and ensure that customers are clear about their responsibilities in holding a tenancy or lease.

* To understand the measures that relate to a high quality service and to support the collation of data to understand whether the service is meeting the measures set.

* To complete coding of invoices as directed by managers and to raise purchase orders as required, in line with procurement practices.

* To handle customer complaints in a professional and empathetic manner, in line with the Complaints Procedure.

* Support a team of Property Managers, and lettings Team in all administrative duties as required.

What you’ll need

* Use of full range of Microsoft Office

* Ability to complete tasks in an accurate and timely manner when working under pressure and attention to detail.

* Good written and verbal communication.

* Effective liaison with staff/other stakeholders to give information/find information/resolve problems.

* Organisation and ability to time-manage work load to deliver a high standard of customer service.

* Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check

What we need from you

* You will be required to attend a number of face to face training sessions as well as virtual sessions and e-learning this part of your role is vital and of equal importance as the day to day aspects.

* Willingness to share learning with peers, guide, train and to coach others and participate in cross departmental work streams where required and have an non-judgemental approach, being respectful of others and trustworthy in character.

* Have resilience and emotional intelligence to be able to cope with and manage difficult situations, whilst showing understanding and empathy.

* An ability to maintain a positive approach throughout periods of change and embrace a continuous improvement culture and a Commitment to work in partnership with others for the benefit of Great Places.

* Highly organised with an ability to plan, prioritise and manage deadlines and work as part of a team as well as on own initiative to meet the needs of the business.

* Willingness to keep up to date with housing and related legislation.

* To work flexibly in order to maintain good customer service and ensure business…