Customer Services Adviser - Emp. ref Role profile Joining date Last updated | 14/01/2020 - Housing Jobs Wales
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CD/05 | Role Profile Customer Services Adviser Emp. ref | >>> Role profile | 06/08 Joining date | >>> Last updated | 14/01/2020
RP/06 |CUSTOMER SERVICES ADVISOR 1/ Post Role Details Line Responsibility Group responsibility Name
RP/06 |CUSTOMER SERVICES ADVISOR
• Responsible for the administration of a range of landlord
statutory safety programmes, in line with current legislation
and best practice. To include the identification of further
Compliance Works
works and ensuring completion of these.
SA/06 All properties are compliant
• Escalate tenant access and other potential safety issues to
with the required regulations
the appropriate teams and duty holders.
Liaise with Property Services when updating property
components
Planned Improvements
• Assist with the maintenance of the stock condition data
Improvement programmes
SA/07 including EPC and WHQS certification liaising with Property
delivered to the customers
Services where appropriate.
satisfaction
Customer Engagement
• Work with our Tenant Involvement & Community Investment
That we improve service
SA/08 Officer to promote tenant involvement in shaping services
delivery through customer
using a variety of means to consult with tenants.
experiences
Payments and Collections
Payments to suppliers and
• Follow current procedure for taking rent payments at
SA/31 income received from
reception.
customers is processed
accurately and efficiently
SA/03 Customer Advice & Support
Help customers to access and
maintain a tenancy
SA/05 Shared Spaces Management
Our shared spaces are clean,
well-kept and safe
environments
SA/07 Planned Improvements
Improvement programmes • Follow up any complaints, liaising with supporting teams to
delivered to the customers ensure good communication and collaboration across all
satisfaction teams to ensure the best solution
SA/09 Tenancy and Community
Management
We have helped to create a
great place to live
SA/25 Supported Living
We improve the wellbeing
customers who require
additional support
Role Profile RP/06/8 | Page 3RP/06 |CUSTOMER SERVICES ADVISOR
Customer Advice & Support
Help customers to access and
SA/03 maintain a tenancy
Planned Improvements
Improvement programmes
• Work effectively as a member of the Frontline services team
delivered to the customers
SA/07 to co-ordinate appointments between the customer and all
satisfaction
supporting teams
Supported Living
We improve the wellbeing of
SA/25 customers who require
additional support
1/ Support all other service areas to achieve their outcomes where they require my input
2/ Continually review my service area outcomes to ensure they achieve the right outcomes,
Generally
efficiently with great customer experience.
3/ Consistently demonstrates values of equality and diversity
4/ Take responsibility for my own personal development
5/ To undertake any other duties as required which are compatible with the requirements of the
post
4/ Corporate Responsibilities
We all have a responsibility towards these “corporate” service areas
Ref Service Outcome Role
Strategy
Help develop and deliver the right strategic priorities to
SA/17 Clarity on how we will maximise
achieve our strategic aims
our purpose
Take personal responsibility to ensure that I and my team
H&S abide by the relevant legislation, the organisation’s H&S
SA/19 We meet our legislative and systems and common sense so that I, the public, my
regulatory H&S requirements colleagues, customers and partners are safe and secure at
all times
SA/20 PR/Marketing &
Make sure that communication with and from my team is
Communications
effective and supportive to all. Promote our work with various
Positive growth of our brand.
audiences that support our Purpose, DNA and our strategic
The right messages to the right
aims.
audience at the right time
Performance & Data
Management Always seek to understand whether we are achieving our
We know where we need to required outcomes, efficiently and with great customer
SA/22
improve, where we are not experience and plan and deliver improvement and growth
compliant and where we are at where identified through managed change programmes
risk
SA/23 Procure / Supplier Management Make sure my team abides by the procurement rules and
To ensure we compliantly systems established by ateb. Make sure that any
deliver Value for Money services procurement required achieves the right outcomes
Role Profile RP/06/8 | Page 4RP/06 |CUSTOMER SERVICES ADVISOR
5/ Personal characteristics and attributes I will need to demonstrate
In addition to the attributes detailed or implied in my role profile, I will need to have/develop the
following qualifications, skills, characteristics and/or experiences to fulfil my role:
Leadership
Characteristics and attributes
Style
Have a good level of competency in customer advice and support. Likely to have
experience of working in contact centre environment with direct or easily transferable
skills and expertise relevant to social housing, and potentially have qualifications to
Technical
Competency
support the key service areas. Must be able to demonstrate a reasonable level of
literacy and numeracy, for us this usually means achieving success at GCSE/Key
Skills or equivalent qualifications but we are happy to discuss this with you.
Will be confident to make the right decisions to ensure the best service outcomes.
Making decisions involving checks and comparisons, using personal/professional
Decision making
judgment and knowing when to seek advice.
Willing to learn from others and share own experience and knowledge. Let team
People
management
members know what is expected of them
Need to create the right environment for teamwork to thrive both internally and
Team working externally. Be able to lead and participate in teams effectively
May have responsibility for purchasing, cash or stock and should be able to review
Financial
and report on budgets as and when required.
control
Organisational
Will be able to effectively set own work plan and prioritise key tasks.
skills
Must show a desire to improve and challenge what we do to constantly improve our
service outcomes, efficiency and customer experience. Identifies, plans and
Innovation
implements improvements within the team which support service delivery.
Always aim to provide a great customer experience both internally and externally. I
Customer need to be able to demonstrate the importance of customer service to my team and
service colleagues by putting the customer first.
Project manage improvements within my and others service areas to ensure the
Project /
desired outcomes are achieved. Takes responsibility for achieving individual
process
management objectives and contributing to team and group projects.
Show I am a self-starter and will bring my personal drive and positive attitude to help
all find solutions to problems. Will be able to: promote and demonstrate our DNA at all
Enthusiasm
times, to improve and grow our business. How will I make a difference?
Confidently use ICT systems to deliver and improve my service delivery. In particular,
I will have good knowledge of the Microsoft office suite of software and confident in
Technology
Competency
using the internet, using ICT systems within work setting; keeping up to date with
training courses would be great.
Be able to promote good communication throughout the organisation (verbal, written,
Communication face to face), ensuring teams are involved, informed and engaged at all times
Ability to speak Welsh would be great
Role Profile RP/06/8 | Page 5RP/06 |CUSTOMER SERVICES ADVISOR
6/ Terms and Conditions Summary
Full details of the terms and conditions for this role can be found in your Statement of Terms
and Conditions. In return for undertaking the above role, Ateb will provide:
Term or Condition Detail Additional comments
Per annum paid on the 28th of the month or the previous Friday
Base Salary
if the 28th falls on a B/H, Sat or Sun.
Not an If you do travel off site for meetings you will need to have a car
Car user essential car available for business use, mileage will be reimbursed at HMRC
user standard rate
Simply Health Basic level The group offers a contributory health plan Simply Health, you
Scheme contributions can increase your cover to suit your needs, subject to eligibility.
A flexible working system is in operation depending on your
Hours per week 25
particular role and service outcomes
30 days (pro Plus 3 additional days the timing of which is at the discretion of
Annual Leave
rata) the Group.
Meyler House, A flexible working system is in operation depending on your
Place of work Haverfordwest particular role and service outcomes, but your usual place of
work will be Meyler House
Learning &
Yes We support our team to develop their learning
Development
Wellbeing Yes A programme of team wellbeing activities
* Unless you are a member of the SHPS DB pension scheme as
at 31/09/19 the following will apply. Auto enrolment
Pension SHPS DC* arrangements are in place. Defined Contribution Scheme
contributions from a colleague will be matched up to an agreed
limit set by board. (Limit as at 1/4/2018 – min 5% to max 10%)
Criminal Records The post is subject to a criminal records check (Delete where
Yes
Check appropriate)
7/ We agree the above represents my role within ateb
Parties Signature Date
>>>
Ateb CE
The small print:
@ Recruitment: We will seek evidence/examples through the application, interview and/or
assessment centre process that you have the required skills, experiences, characteristics and
attributes to succeed in this role. You will demonstrate this through a range of approaches e.g.
qualifications, examples of experience, psychometric testing, evidence of training etc.
@ Induction: We will establish the key areas of support and/or any learning & development you
will need to get you up and running
@ 1 to 1 reviews: We will discuss how you feel you are doing in delivering and developing your
role and identify what improvements you want to achieve and what support you may need.
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