This is a fixed term 6 month contract.
Have you got a passion for giving excellent customer service?
Are you a great team player and a confident communicator? If so we want to hear from you?
We have an exciting opportunity to join our Housing Hub Team.
Our main objective is to deliver excellent customer service to the people of Sandwell by efficiently managing and resolving their tenancy enquiries to the highest standards. We do this over the telephone, online and in person at housing receptions and surgeries.
Are you:
* Driven and committed to providing excellent customer service
* Enthusiastic and friendly
* Flexible and willing to develop your knowledge and skills
* Able to use your own initiative and also work as part of a team
The role
You will answer customer enquiries and requests about a wide range of housing services, providing customers with support to access our services through a range of evolving channels. You will have the ability to work in a fast‑paced customer service environment and be a positive self‑motivated person. You must be able to respond promptly, politely and accurately to resolve the customer query. You need to be focused on ‘first call resolution’ and reducing avoidable contacts. Housing Hub Officers will relieve pressure on the rest of the housing service, thus enabling it to operate more proactively. You will be given training through your induction period.
Key Requirements
* At least 12 months experience delivering services directly to customers.
* Ability to work from multiple locations across Sandwell as determined by service demand.
* Provide help to those who need assistance to access our services and influence those who can to do their day‑to‑day business online to access services independently to self‑serve.
* Provide specialist housing advice and support and make decisions on routine housing service requests.
* Take responsibility for routine service requests and support tasks.
* Use your passion and skills for online technology to switch channels seamlessly with the customer (e.g. when an issue needs to be taken offline or jump into web‑chat).
* Engage with customers on public channels where information and advice would be beneficial to a wider audience.
* Demonstrate good listening, clear communication, remain calm and professional whilst displaying a caring and empathetic attitude, dealing with a diverse range of customers.
* Ability to record accurate details and use our IT systems.
Hours
37 hours per week
Qualifications
Numeracy and Literacy Level 2 qualification or equivalent as a minimum. Certificates will be required.
Benefits
* Competitive salary & pension scheme
* Generous holiday allowance
* Continuous training and development
* Employee Benefits and health initiatives
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