Members only

Location: Office based     Hours: 37.5

Reporting to: Customer Service Team Leader

Christian Action Housing Association is proud to be a local landlord providing homes and services across the North and East London region, managing around 1600 homes. We manage mixed tenure housing stock, including independent living and the provision of supported housing accommodation and services for young people.

We are a diverse, fun and friendly team whose mission is to provide high quality and affordable housing, support and services to those in housing need.

Some of the core responsibilities of the role will include:

1. • To respond to telephone, face to face, email, and any other correspondence enquiries made by the Association’s customers, providing a high level of customer service to resolve queries at the initial point of contact.
   • To provide a customer focussed, proactive, comprehensive and high quality administration service to internal teams and external customers to support the delivery of the tenancy, estates, repairs and Property Services functions.
   • Raise repairs requests, deal with ongoing repairs and follow on works, liaising with suppliers and internal and external customers. Chasing quotes and approving them accordingly.
   • Collect phone-based satisfaction survey response through proactive calling based on the requirements of the teams.
   • Work collaboratively across the Association, co-ordinating and cross working to achieve efficiency and supporting other departments as appropriate.
   • To deliver services that meet key performance targets/indicators and operational service plan objectives.
   • To deliver services that meet legislation and regulatory requirements and reflect best practice and deliver excellent customer service at all times.
   • Ensure the effective management of the allocated caseload of work, raising concerns and blockages with line manager as appropriate.

For a full understanding of the requirements of this role, please look at the job profile.

Requirements

Essential

1. • Excellent communication skills (written and verbal).
   • Strong organisational skills, able to plan own workload.
   • Experience of delivering excellent customer care.
   • Ability to deal with customer’s complaints and resolve problems.
   • Team player.
   • Health and Safety awareness.
   • A good knowledge of ICT applications (e.g. Word including mail merge, Excel, etc.) and excellent keyboard skills.
   • English & Maths GCSE Grade C or equivalent.

Desirable

1. • Experience of working in a social housing contact centre environment.
   • Experience of working in a challenging and demanding environment.
   • Evidence of providing a customer focused service that takes account of the needs of customer, organisation and external agencies.
   • Full Valid Driving Licence and use of car for work.