Job Vacancy Details

Customer Services Advisor

We are currently seeking a Customer Services Advisor who can advise and respond effectively to all customer enquiries and requests in relation to any of the services provided by Cestria Community Housing. The ideal candidate will enhance customer, organisational and stakeholder value through delivery of front line service excellence. You will need a high level of customer care and excellent communication skills and be able to deal with a wide range of queries. The candidate will be required to work across two sites in Chester-le-Street.

Job Purpose

To advise and respond effectively to all customer enquiries and requests in relation to any service provided by Cestria Community Housing.
To enhance customer, organisational and stakeholder value through delivery of front line service excellence.
To provide an administrative function.

Accountabilities

To responds and resolve customer enquiries in a timely and courteous manner across all channels i.e. telephone, email, text message, face to face or in writing etc.
Take responsibility for owning service requests including complex issues and dealing with customer complaints according to Cestria Corporate Complaints Policy.
Engage with customers and update them on the progress of their enquiry.
Maintain ownership of queries until they are resolved or passed to specialist areas and work with the service teams to ensure a high quality of service is provided at all times.
Achieve Cestria Community Housing customer service standards and promotes Cestria Community Housing in a positive manner.
Support other advisors through coaching and buddying processes.
Work creatively with others through meetings, focus groups, networks and projects to deliver service improvements to enhance service delivery.
Develop and maintain customer profile database information and act accordingly to tailor services towards customer requirements.
Contribute towards the management of the knowledge managment software system.
Collate statistical call centre information to drive forward service improvement.
Adhere to all policies, procedures and good working practices adopted by Cestria Community Housing.
Be flexible with regards to working hours and location from the Customer Contact Centre, Head Office and any other location as required to meet the needs of the service.
Performance of any other duties commensurate with the grading of the post.

Performance Measures

Measure 1 - Provide services in accordance with relevant policies and procedures, reflecting equality and diversity best practice and relevant legislation, including health and safety, at all times

Measure 2 - Service Standards and Customer Satisfaction Targets for Cestria Community Housing are achieved.

Measure 3 - Effective delivery of a front facing administration service to support the Customer Services Team.

Knowledge/Skills/Experience

Essential

3 GCSE’s at Grade C or above including English and Maths or equivalent experience in customer focussed role.
Sound knowledge of customer service/customer focus principles based on practical experience.
Ability to communicate effectively.
Efficient and effective team worker.
Proficient IT skills including Microsoft Word and Excel.
Ability to work on own initiative as well as part of a team.
Ability to deliver measurable outcomes.
Ability to flexible in relation to hours of work.
Capacity for innovation.
Able to plan, organise and prioritise work effectively.
Able to cope under pressure.
Committed to continuous personal learning and development.