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The role
Reporting to the Contract Manager at Triathlon Homes, you will provide a positive customer experience and support with a broad range of enquiries at the first point of contact. You will be assisting with residents queries via email or phone call. You will arrange various appointments, organise meetings, liaise with other members of the team, and build relationships with wider team members. You will be working closely with the Village Managers and supporting them to deliver a great service to our residents and stakeholders. You will also interact with the External Management Agent (EVML) about the good management of estate services and log communal repairs. You will have the opportunity to work on different projects including Fire Safety.
The location
You’ll be based at our Triathlon Homes office at Celebration Avenue, Stratford E20, with the option for working in a hybrid way when appropriate and as agreed with your manager.
What You’ll Be Doing
* Deal with a wide range of enquiries in accordance with established processes, procedures, and policies with internal and external contacts in person, by phone, email and letter in order to provide an excellent customer experience and resolution at first point of contact.
* Provide a professional front line service to customers through various channels of communication.
* Contact customers to book appointments and organise access.
* Raise Purchase Orders and payment requests, using Finance systems for invoice payments.
* Ensure all information recorded on Southern Housing systems is up to date (ie: CD & EDMS) and are professional, factual, and readily understood by others.
* Ensure the advice provided to customers is clear, in accordance with our policies, procedures and service standards.
* Liaise with residents, other departments and EVML to enable clear and comprehensive communication to assist with residents queries.
* Log communal repairs on EVMLs database and chase for updates regularly.
* Support the preparation of letters, newsletters, and other communications to residents, as required.
* Ensure residents are kept informed of any delays in service delivery and manage their expectations.
* Make best use of all systems and technology available to deliver high standards of customer service and maximise customer satisfaction.
* Deliver a better customer experience whilst ensuring our vulnerable customers are supported and feel valued.
What You’ll Need
* Experience of working in a customer service environment.
* Experience of providing front line services to the public and/or residents.
* Understanding of working in a target driven environment.
* Proficiency to use Microsoft Office packages efficiently Word, Excel, PowerPoint etc.
* Good attention to detail.
* Demonstrate strong interpersonal & communication skills.
* Excellent telephone manner.
* Customer focussed.
* Team player with a can-do attitude.
* Ability to show initiative and work unsupervised.
* Be self-motivated with a proactive approach to learning.
* Ability to effectively manage your time and workload successfully.
* Positive disposition to change.
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