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Customer Support Assistant

Job No:

44811674

Employer Reference:

SOC Code:

Wage

Hours

Location

Nottingham UK

Duration

Full time

Date posted

Nov 13, 2017

Closing date

Pension details

Description

JOB DESCRIPTION Customer Support Assistant  Location: Tuntum Housing Association, 90 Beech Avenue, New Basford, Nottingham NG7 7LW Responsible to: Customer Services Manager   Department: Customer Services Salary: point 18 - £19,137 Hours: 37hrs per week, full time ResponsibilitiesKey Components% of TimeProvide  Customer Support Provide professional support to the Association's diverse customers as part of a responsive and efficient customer support team. This support may be direct (e.g. giving advice) or indirect (e.g. administration) 100 Job purpose Key Tasks Direct customer support: generalAnswer all incoming calls to Tuntum in a timely and courteous manner with particular sensitivity to how the caller wishes to be addressed. Assume personal responsibility in dealing with customer calls. In particular take ownership of their query or problem and attempt to resolve it yourself, (a ?one stop shop? approach.) Receive and deal with e-mails sent directly and to ?admin?, taking responsibility for ensuring a reply within set service standards. Deal with any telephone messages and, if these are left for a colleague, ensure that they are aware of the content. Support customers who are on line to use the Tuntum web site to ?self-serve', so that they are empowered to get information about their tenancy, their rent account etc.. directly.Provide initial advice and information to customers on relevant Tuntum policies, procedures and services. Deal with initial tenancy and estate management enquiries, referring more complex issues to the Housing Management Team.   Receive general queries from external agencies and help to resolve them in line with our ?one stop shop? approach.  Play your part in ensuring that all public areas, and especially the reception area, are safe, clean and tidy, notifying your line manager of any potential Health and Safety issue so that it may be addressed and correctly managed.  Direct customer support: rentsDeal with general rent queries on a daily basis, forwarding more complex enquiries, where necessary, onto the Housing Administrator/Housing Assistant.Promote the ?self-service? approach to those tenants with internet access so that they may manage their rent account online.For tenants without internet access print and forward to them by e-mail or post rent statements and other relevant information on request. Receive rent payments either via the telephone (card payments) or, in person and issue a receipt.Reconcile all cash payments with Finance at the close of the office day.  Direct customer support: complaints and compliments Acknowledge all complaints by e-mail, text or letter depending on how the complaint was received. Advise them of how the complaint will be dealt with, by whom and to what timescale. Register complaints on the IT management system and advise the staff member who will be dealing with it of this fact. Support the complaint resolution process by flagging up deadlines etc.Register compliments onto the IT management system. Direct customer support: repairs and gas safety Develop good cooperative working with the Technical Administrator (Maintenance), in particular to avoid duplication of placing job orders on SDM, and avoid duplicating gas safety work. Take urgent or emergency repair requests from tenants and specialist housing colleagues and register maintenance jobs onto the SDM system. Ensure that all details are correct and there are no duplicated jobs.Check the non-urgent repair voice mails and register these on the SDM system (as above.) Check the previous night's / weekend's emergency call out jobs and register these on the SDM system ( as above) E mail or, if necessary, print as job orders the repair requests registered on SDM and despatch these to the DLO or contractor. Issue confirmation to the tenant via e-mail, text or post of all jobs despatched.Ensure that useful tenant satisfaction feedback on the repair service is gained by inputting the returned satisfaction forms onto the relevant software system.Co-ordinate gas safety by close liaison with the specialist contractor(s) and the Technical Administrator. In particular, keep up to date records of gas servicing and advise the contractor(s) of access issues, expiry dates etc.. Provide management with gas safety statistics on a routine basis. Indirect customer support: administrationPerforming routine administrative tasks including dealing with incoming and outgoing post.Administer ?phone manager? ensuring that the automatic message is in place to cover Bank Holidays and the Christmas period and that any necessary call diversions are set up.Print off the meter readings of all office photocopiers and printer/ fax machines and send these via the online portal to the relevant company on the first of each month (or nearest working day.)  Ensure that all keys being collected or handed in by contractors, DLO, customers or staff are registered on the key register.  Maintain confidentiality of records and information relating to both customers and staff in accordance with Tuntum?s Data Protection Policy. Carry out photocopying of bulks forms and other documents as needed.  Indirect customer support: teamwork Contribute positively to working in your team and across Tuntum to provide quality services to tenants and residents. Be aware of how your work impacts on the work of other departments and offer mutual support to foster a culture of ?one Tuntum.? Enact the Staff Charter, which states the values we embrace when working with each other.  Contribute to our corporate tenant involvement work by joining in at least one tenant involvement initiative each year.   Act in a professional manner at work and whilst representing Tuntum.  Training and personal developmentAttend training courses as directed by your line manager or that are mandatory for all staff.Maximise your personal development by positively contributing to induction, supervision, appraisal and team meetings.  Quality and regulatory complianceUnderstand the legal and regulatory framework in which Tuntum provides housing and support to tenants and residents.Continuously look to improve the quality of the Association's services, responding positively to customer feedback and complaints. Health and Safety Work in accordance with Tuntum?s policy and legislative requirements for health and safety and report any accidents or potential accidents and near misses. Equality and diversityManage and maintain services in accordance with the principles and practice of equality and diversity, taking account of individual needs and requirements. OtherAssist with other ad hoc duties as may reasonably be expected of you from time to time.                PERSON SPECIFICATION Customer Support Assistant  BACKGROUND  ExperienceExperience of supporting customers, ideally, but not necessarily, gained in a housing organisation. This may have been in the private, public or voluntary sectors.Experience of dealing with ?vulnerable? customers who may need specialist support. Experience of empowering customers to take control e.g. by supporting them to navigate a web site etc..Experience of customer liaison to bring about customer satisfaction.  Experience of handling cash or processing customer payments. Experience of dealing with customer enquiries and resolving these themselves. Broad experience of working in a busy office and basic office administration. Experience of setting up and maintaining filing systems (physical and virtual.)  KnowledgeA good working knowledge of Microsoft Office applications.A basic knowledge of housing associations, their role and how they are regulated. Education and TrainingEducated to NVQ level 4 or equivalent qualification. Demonstrable commitment to continuous professional development and learning. KEY COMPETENCES  Customer focusDemonstrable skills and ability to provide a customer focussed service, responding proactively and positively to challenges, keeping customers informed and managing expectations appropriately.Ability to manage situations in which customers are unhappy about the level or quality of service, and to find solutions to their problems.Ability to manage difficult and aggressive customers.Ability to ?putting the customer first? especially when working under pressure. Ability to work within our equality and diversity policy in dealing with tenants and other customers.  CommunicationAbility to communicate information clearly and concisely whether verbally or in writing, with a wide range of audiences both formal and informal.Able to represent the Association in a professional manner when communicating to a range of stakeholders including internal and external customers, contractors, tenants and leaseholders. A professional and business-like telephone manner. Good e mail etiquette    Administration Computer literate ? self-servicing: able to undertake own correspondence, write reports, Facebook and newsletter articles, use spreadsheets & other software to maintain accurate financial records.Able to input information accurately and speedily.Able to prioritise own workload. Able to retrieve data from computerised systems.Good numeracy skills  Team workingAble to work proactively within a team, keep colleagues and managers informed of issues and concerns.Ability to plan and manage own workload, plan ahead and work flexibly to meet changing work priorities and demands.Flexibility in undertaking duties to reflect operational requirements. Ability to work under pressure.  OTHER  Hours of work ? 37 hours per week to be worked.  Location- you will be required to work from Tuntum?s Head Office at 90 Beech Avenue, New Basford, Nottingham NG7 7LW, and may be required to make visits to other Tuntum owned or managed properties, tenants or applicants.               

How to apply

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Employer

Tuntum Housing Association

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