Housing Assistant

You will be operating in a three-tiered customer service environment. The third tier is the most complex, reflecting the challenges when dealing with customer needs or vulnerability. This role sits in the first tier, resolving customer needs at the first point of contact where possible. You’ll work closely with colleagues in the Customer team and across the organisation, to deliver the best outcome for customers by taking ownership to resolve customer queries / needs at the first point of contact. Typically this will be office-based, but on occasions you may be required to visit customers in their homes.

Delivering excellent operational performance by taking ownership of, and proactively resolving, customer needs with a right first time approach. Needs will range from helping customers to find a new home, to supporting them to pay their rent. The Customer team will typically deal with customer needs relating to the following areas: - Housing needs - Tenancy sustainment - Debt - Anti-social behaviour - Allocation of housing • Acting as an ‘ambassador’ when working closely with our customers on a daily basis, to deliver the right outcomes and solutions for customers, within agreed targets • Delivering excellent customer service through our multi-channel platforms (Web, social media and self-service portals), email, telephone and post. Promoting and nudging customer behaviours towards new digital channels is also a key part of the role • As and when things go wrong, dealing with customer concerns, resolving them at the first point of contact wherever possible • Sharing ideas, information and best practice with colleagues, so that we can continually improve our service and find creative solutions to solve problems, and ensuring that learning from mistakes feeds into continuous improvement • Embracing change and new technologies, and suggesting new ways of working • Sharing best practice and coaching or support less experienced colleagues as required • Embracing change and new technologies, and suggesting new ways of working • Contribution to overall performance of the Customer team 1 Please refer to the Leadership Behaviours Framework for this level 2 | P a g e WHAT WILL I BRING TO THE ROLE? What’s essential: • Strong customer service and customer management skills • Effectively managing a wide range of customer queries and needs • Working effectively with colleagues across the business • Driving Licence, and use of a car for work purposes