Housing Advisor Part Time working - 22 Hours per week Duties/Responsibilities:
To take responsibility to deliver the right outcome for our customer in a safe and timely way.Deliver first point of contact resolution to customer transactional queries, responding to telephone calls, emails and face to face enquires in a polite, customer friendly manner being attentive and empathetic to the customers needs providing a customer focused quality serviceOffer multi-skilled responses to customer queries in Housing, Repairs, Complaints and all other business service areas as requiredTo utilising knowledge, systems and processes to support customers through the full arrival and departure process, including viewings, bookings, the issuing of tenancy agreements, right to rent checks, check-in and post-arrival support.To liaise with and undertake requests from NHS Trusts, universities, medical agencies and other external key partners, utilising a can-do approach displaying excellent customer care.To take the lead in owning customer repairs and maintenance requests, ensuring these are entered on to relevant systems, allocated to appropriate colleagues or contractors and that any orders or instructions are issued, focusing on seeking swift resolution to ensure customer satisfaction.Ensure accurate input of relevant data (notes, actions, agreed plans with customers) into Sovereign systemsTo assist the Accommodation Manager in the collection of customer feedback to support in the creation and delivery of service improvement opportunities.To undertake a range of transactional financial activities to support customers and our operation, including setting up direct debit payment instructions, processing refund requests, customer account adjustments, resident recharges and reconciling payments made on a daily basis to ensure accurate accounting.To utilise booking information and financial data to issue external organisations with invoices for accommodation and other services provided.
To be passionate in delivering excellent customer services to reach the best possible customer outcome, with a flexible approach to meet with business needs.To be able to work independently and as part of a team to meet goals within set timeframes.To be approachable, reliable and flexible, with the ability to communicate clearly and confidently with our customers.To be able to relate to customers and show empathy to understand customer's situation and to be able to agree most appropriate resolutionTo take personal ownership and accountability for actions taken.To develop knowledge and skills in practices and procedures applicable to the role, with the ability to develop a working knowledge of the key principals and differences between different types of tenancy agreement.Ability to impact assess and to understand the difference between ‘major’ and ‘minor’ data issues.Knowledge of methods to monitor the quality of data and identify issues e.g.
To find out more information please contact Lucie at Lucieh@4recruitmentservices.comRecruitment is done in line with safe recruitment practices.
We are an equal opportunity.