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TRI Consulting
,
London, Greater London
Customer Service Executive
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Contract Type: Contract |
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Salary: £15.7 per hour |
Overview
An expanding Housing Association is currently looking for Customer Service Executives for about 3 months West London. Key responsibilities Responsible and accountable to residents for providing an excellent, empathetic and personal housing management service. This includes regular communication and meetings with each resident at home, and being responsible for ensuring that any issues they have raised are resolved appropriately. Achieve this by working creatively on your own as well as part of a wider team, including but not exclusively, the customer service centre and the Asset’s team. Take ownership of your work and support residents to deliver a quality service You will influence others and advocate effectively for your residents to get the job done. Working collaboratively and creatively with internal colleagues to deliver excellent services You will be connected to tenants - in their communities ensuring residents are offered the right support to maintain their tenancies, be happy in their homes and get on with their lives. Always keep your promise to tenants by getting back to them within agreed timescales and tasks. Ensure we keep residents safe by following safeguarding procedures and working closely with external statutory authorities. Responsible for ensuring tenancies are managed effectively, tackling unacceptable behaviour in an open and constructive manner. Work alongside residents to ensure we offer the right support to sustain tenancies. Appreciate the contribution residents bring to their neighbourhood by engaging with residents on estate inspections, neighbourhood planning and improvement plans. Be responsible for your decisions and deal effectively with customers concerns and complaints and respond in a timely, professional non defensive way Look for opportunities to continually improve the service we give and anticipate the needs of your customers Assess prospective residents and establish a professional and trustworthy relationship from the very start of the tenancy. Manage void properties to be ready to let to our "void standard" as quickly as possible including specifying work orders on standard voids. Always follow the lettings procedure ensuring an effective audit trail. Identify support needs and effective partners to support tenants as the start of their tenancy. Manage landlord repair requests through Workwise ensuring work is completed to the residents’ satisfaction. Responsible for authorising work orders to budget. Work with Asset Management colleagues to resolve complex repairs in a timely manner. Complete all actions required in Workwise weekly to ensure effective rent and service charge collection and debt management. Use your personal knowledge of residents to ensure effective support is offered to maximise income and sustain tenancies. Have particular regard to residents at risk of benefit changes including visiting residents at home and referring to Welfare Benefit Advisors and Tenancy Support Always follow the rent and service charge policy and procedures to ensure an effective audit trail is in place Account for services accurately to ensure service charges are transparent and fair to residents Set service charges with support from the central service team Arrange to meet residents in their home to understand their needs and desires for the future. Identify any repairs needed in the property and order these as well as record the condition of the kitchen and bathroom Identify customer support needs and work with partners to make sure customers are safe in their homes Identify over-crowding or under occupation and work with your customer to help them move to a more suitable home Inspect the condition of each estate you manage every month and take necessary action to keep your estates and blocks clean and tidy as well as reporting any hazards or risks Manage the communal parts of your buildings to ensure Fire Safely and evacuation routes & signage are clear Encourage residents to be resident monitors and take part in inspections. Complete all FRA actions as directed. Essential Skills Must have a solid consistent work history in office based Customer Service Must be an excellent communicator Must be extremely organised Must be able to work in West London Must be immediately available or on short notice.