Current Vacancies
Customer Contact Team Leader
- Job Purpose
To provide a "first contact" service to residents and other customers and to provide administrative support to enable the delivery of a high quality customer focused housing management service |
- Principal Accountabilities
- To support and supervise a team of Customer Contact Assistants in providing customer focussed services
- To deal with enquiries across the full range of customer contact channels, including by post, in person, by telephone, email, text, web-chat, and other future interactive channels
- To provide a first point of contact to the association’s customers, including applications for housing, the reporting of complaints, repair requests, anti-social behaviour and harassment, tenancy related queries and other general enquiries and where appropriate deal with the matter exclusively
- To ensure that phone, letter, email and other access channels are monitored for both quality and timeliness of response across the organisation
- To provide administrative support to the association including internal and external mail management
- To maintain effective systems of filing and record keeping for the Customer Contact Team ensuring that filing is carried out promptly
- To manage the implementation of new customer management systems.
- To manage customer details in order to assist colleagues in improving services and provide insight to changing customer expectations and aspirations
- To carry out and monitor customer surveys
- To ensure that accurate and up to date information is available to customers on the range of services offered and the service standards applicable to those services
- To be responsible for the banking of any monies collected at reception and for effectively recording the same for audit purposes, where appropriate
- To ensure compliance with all relevant policies and procedures, statutory and regulatory requirements
- To work within the framework of the association’s Health and Safety and Equality & Diversity policies and procedures
- To carry out as directed other duties appropriate to the level of the post
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- Job Context / Key Challenges
The role involves being the first point of contact to the association’s customers, and requires giving an excellent service and dealing with as many issues as appropriate without reference to others |
- Knowledge and Experience
Key attributes / Competencies:
- Understanding of and commitment to excellent customer service
- PC skills and knowledge, including Word Processing
- Good numeracy skills
- Good written and verbal communication skills
- Be well organised and methodical in approach to work
- Ability to be confident under pressure
- Ability to work both as a member of a team and on own as required
- Personable and positive attitude when dealing with customers
- Commitment to resident involvement and customer focused service delivery.
- Ability to work flexible hours if required
Knowledge of:
- Knowledge and understanding of good office administrative procedures
- Principles and application of equalities
Qualification: (Minimum)
- At least English Language and Maths GCSE or equivalent at grade C or above.
Experience:
- Experience of managing and supervising
- Experience of carrying out administrative functions
- Experience working with IT systems
- Working within a customer focused organisation
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Location: Three Valleys House, Long Eaton, Derbyshire
Salary: £22,000
Closing Date: Monday 26th July 2010