The Housing Network - Who are we?
We are The Housing Network (THN), a private Limited Company with a purpose.
We exist to provide 'More than a Roof', because when life is at its toughest, we believe everyone deserves a safe and stable place to rebuild their lives.
Homelessness is a vast and complex issue that does not have a single solution. In understanding that reality, we've learned the importance of perspective; appreciating that if we continue to innovate, collaborate, and give our best, we are playing our part in making a vital difference.
We are a team that is absolutely committed to innovate, excel and be dependable in all that we do.
Working hard together to achieve our mission of providing Better Accommodation, Better Support, Better Partnerships, and as a result Better Business.
Role Overview - What is it?
The Customer Advisor is the first point of contact for all inbound calls within the Maintenance Department.
They ensure all customers are satisfied with the service provided. The role holder should enjoy customer interaction and have the ability to articulate a situation, and have a professional, personable and adaptable style.
Main Duties - What needs to be done?
* Triaging of all inbound calls
* Provide assistance to callers to help them fix problems in the first instance
* Virtual assistance with video calling
* Speaking to Residents and Landlords
* Defusing complaints and providing a helpful disposition
* Add jobs to Maintenance software
* Raising Fix-flo actions from low priority calls
* Keep all notes up to date on relevant systems, logging all calls
* Deputising/supporting other team members as and when required
* Escalating calls to Team Leader where appropriate
Relationships - Who will I be working / engaging with?
* Internal - Maintenance Department, Landlord Services Department, MoJ Department
* External - Residents, Landlords/Lettings Agents
Competencies - Who with and your skill level?
Skills
Essential:
* Previous experience in a call handling, customer service role
* Experience of working in a fast-paced environment
* Common sense approach
* Driven by achieving targets
* Ability to engage people and build strong working relationships with trades, colleagues, client, and managers
* Good telephone manner - proven experience in managing telephone enquiries from field-based colleagues /customer enquiries
* Excellent communication, organisation, and customer service skills
* Problem solving skills, analytical capability
* Ability to work under pressure and handle challenging situations
* IT skills
* Ability to retain information in a fast-paced environment
Desirable:
* Experience in the property maintenance sector
* Knowledge of household maintenance tasks
* Knowledge of various trades
Knowledge
* A demonstrable working knowledge of maintenance tasks preferable
* Some exposure to property maintenance
* Some knowledge of social housing/HMOs
Behaviour
* Approachable and friendly
* Empathetic and supportive of service users while recognising the need to uphold and adhere to rules.
* Resilient and able deal with people who are complex and sometimes challenging.
* Methodical in approach to ensure everything is done accurately and comprehensively.
* Keen to support colleagues and ensure business is working cohesively and to the same objectives.
* Keen on strong compliance culture.
* Able to work without direction.
* Adaptability and being prepared to help out if circumstances require.
* Keen to lead by example.
* We would expect you at all times to:
o act with integrity
o act with due skill, care and diligence
o act with professionalism
o be open and co-operative with colleagues
o act with compassion to those both within the Company and those who we support in the accommodation