Job description
Our client, a large Public Sector Organisation requires a Customer Services Unit Advisor based in Ballymena.
Role: CSU Advisor
Location: Ballymena
Hours of work: 37 hrs per week variable Monday to Sunday
Hourly Rate: £
LOCATION OF POST:
Ballymena
MAIN PURPOSE
To contribute to the provision of a modern, professional and responsive service to support NIHE business delivery and our vision and values as outlined below:
Our Vision
"Everyone is able to live in an affordable and decent home, appropriate to their needs, in a safe and attractive place."
Our Values
MAKING A DIFFERENCE
1. We strive to make people's lives better
2. We put our customers first and deliver right first time
3. We build strong partnerships and share great ideas
FAIRNESS
4. We treat our customers, staff and partners fairly
5. We respect diversity
6. We work in an open and transparent way
PASSION
7. We are professional in all that we do
8. We strive for excellence
9. We look for new, creative, better ways to do things
EXPERTISE
10. We believe in our people
11. We are constantly learning and developing
12. We provide strong confident leadership
Key Responsibilities
This will include the delivery of a range of services including, but not limited to:
13. Responding in a timely and professional manner to customer contact using a range of communication methods.
14. Recording repairs for customers from various means of contact phone, counter and web reporting
15. Communicating with customers to understand their query and accurately recording the priority of a wide range of maintenance and heating repairs
16. Liaising with a wide range of internal and external stakeholders (contractors, maintenance departments, housing, grounds maintenance, Housing Executive tenants)
17. Using a wide range of computer packages to record, manage and retrieve information for example IT systems to accurately record repairs
18. Implementing/advising on policies and procedures including response maintenance and other business areas where required
19. Take an active and positive role within the team, working together to meet business objectives
20. Monitoring and escalating maintenance performance issues to CSU supervisor and CSU manager where appropriate
21. Recording Grounds Maintenance repairs & booking appointments for Grounds Maintenance inspections
22. Arranging Gas and other required Health and Safety checks by appointment
23. Carrying out customer surveys when requested
In addition to the main duties detailed above, the post holder may also be expected to carry out other specific duties relevant to the Customer Services Unit in which they successfully obtain a post. Examples of such duties may include but are not limited to:
24. Providing support to the public counter when required
25. Providing administrative support to Income Collection Units as required
26. Attending business meetings to support CSU management as necessary
General Duties
27. To provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion, while ensuring timely escalation to the senior management, when required
28. To ensure continued and effective working relationships with key internal and external stakeholders.
29. To promote continuous service improvement by working with customers and other Agencies to improve service delivery.
30. To represent the CSU Team as required and provide support and cover for the other team members as and when required.
31. To undertake the duties of the role in such a way as to enhance and protect the reputation and public profile of NIHE.
32. To adhere to the Core Values and Code of Conduct for Housing Executive employees and comply with all NIHE frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance.
33. To direct and signpost managers and officers to the appropriate source for issues outside the remit of this post.
34. To participate and/or facilitate Working Groups, Committees and other internal forums as required.
35. To undertake any duties deemed appropriate to the achievement of the purpose and function of the post in order to ensure team resilience and meet organisational need.
36. To promote, uphold and implement all NIHE policies, plans and procedures, ensuring policy requirements and timescales are adhered to.
37. To analyse and solve technical problems by investigating potential solutions working both individually and as part of a team.
38. To manage their own performance and be flexible and responsive to change.
Note: This summary of responsibilities and personal duties is not intended to be exhaustive. This role will develop and change in line with programmes and projects.
Essential Criteria
Applicants must provide evidence by the closing date for application that they meet the following essential criteria:
39. (i) Hold a BTEC National Certificate or equivalent Professional or Technical qualification* (Level 3) plus at least one year's relevant customer service or general administrative experience
Or
(ii) Have five GCSEs* (Level 2), or equivalent qualification, plus at least two years' relevant customer service or general administrative experience
Or
(iii) Can demonstrate three years' experience in a customer advisor role and can demonstrate ongoing learning through completion of relevant courses and/or through relevant supported work place or on-the-job training
*Refer to Qualifications Framework for equivalencies
40. Candidates must demonstrate the relevant number of years' experience in each of the following:
41. Experience of direct delivery of relevant customer service to the public via telephone or face to face
42. Experience in dealing appropriately with customers in a challenging environment
43. Experience in using a range of computer packages including Word, Excel, and Outlook etc.
44. Applicants must demonstrate (to be assessed at interview)
45. Ability to actively listening
46. Attention to detail and organisational skills
47. Knowledge of a service or product
48. Ability to work as part of a team Customer focus and empathy
49. Conflict resolution skills
Candidates will also be assessed against the relevant Individual section of the NIHE Behavioural Framework.
To be shortlisted for this role all applicants MUST meet the essential criteria.