Customer Support Officer

• Provide a high standard of customer service as the first point of contact for the charity.
• Provide full Customer Support duties including welcoming visitors and signpost enquirers to both internal and external services, answering the telephone and taking messages, making appointments, monitoring lone working practices and providing relevant information and assisting with completion of forms.
• Support the smooth running of the Grimsby Access Point by providing advice and assistance to the general public accessing our services, many of whom have multiple needs and who can sometimes be challenging and emotional. Showing empathy and understanding to individuals is vital within the role delivery, together with professional curiosity to gain the right information, at the right time. The role will also involve the ability to set boundaries and be assertive when needed.
• Completing relevant client and agency contact sheets to record the information taken from individuals, for use by other staff when delivering services to the individual and for the purpose of collating statistics.
• Keeping accurate and timely made records of client information, conversations with clients, general public and outside agencies.
• Ensuring necessary or important information is disseminated throughout the team as necessary.
• Carry out telephone follow ups on client referrals to find out additional information.
• Perform assessments to determine the need for food, fuel and furniture assistance.
• Offer advice on benefits and welfare support to clients seeking assistance.
• Assist the Tenancy Support Officer with housing related administration i.e. liaising with landlords, arranging contractors for repairs, accept rent payments and top-ups, book interview appointments.
• Ensure up to date provision and display of information; keep leaflet racks, displays and notice boards up to date, tidy and well presented.
• Provide administrative support to the Housing, Community Support & the Admin and Operations teams: type documents, letters, reports, photocopy, file relevant paperwork, and shredding where necessary or requested.
• Input and maintain relevant databases e.g. equalities statistics, referral databases etc.
• Supervise volunteers within the reception and access point area.
• To attend regular team meetings and supervision and to attend training as required.
• To adhere to the charities’ policies and procedures, including safeguarding children and lone working protocols.
• To report regularly to the Senior Manager and to carry out any other duties as may be considered necessary.