Overview
Location: Blaenau Gwent
Salary: A GBP 33,671 per annum
Vacancy Type: Permanent, Full Time
Our client was established in 2010 as a not-for-profit housing association; with almost 6,000 homes they are the largest provider of affordable homes in Blaenau Gwent. Their focus is to deliver high levels of customer satisfaction in all aspects of the service that they offer. Part of that is to ensure their customers homes meet the Welsh Housing Quality Standards, and that is why since 2010 they have invested over A GBP 130 million in their homes.
They are proud to announce that they recently achieved their Great Place to Work certification, demonstrating their commitment to ensuring the organisation fosters a culture of trust, fairness, respect and camaraderie, making it a place colleagues truly want to work.
With more than 280 people trained and dedicated to their job, theyre a big employer in the area, and theyre looking for a Customer Services Advisor to join their Team.
Role
You will be responsible for the delivery of a proactive, customer focused, housing and tenancy management service within a geographic area, working in partnership with other parts of the organisation, as well as external partners.
Responsibilities
* Deliver excellent customer service, being creative and innovative within your role.
* You will be responsible for an area which includes the tenancy and estate management, anti-social behaviour, safeguarding and tenancy sustainment, delivering a customer focused approach.
* Creating vibrant communities across Blaenau Gwent
* Develop strong and effective working relationships with other teams both within the organisation and external partners to ensure tenants and customers receive an outstanding and seamless service.
* Work with all partners, both internal and external to the organisation, to identify when tenants are struggling to sustain their tenancy and ensure the appropriate support is offered. A wellbeing plan for persons deemed at risk of being unable to sustain their tenancy will be undertaken and monitored.
* Deal with breaches of contract (tenancy conditions), making decisions on appropriate actions to be taken. Where matters are unable to be resolved through other means, you will help in the preparation of the legal paperwork and where necessary represent them at a County Court.
* Undertake community inspections on a regular basis ensuring all areas such as gardens, open spaces and pathways are maintained in good order and are clean, and free of hazards taking the appropriate action to address issues identified.
* You will lead on identifying and project managing neighbourhood improvements to agreed procedures, helping to maximise the level of tenant involvement.
* Tackle access issues for servicing, such as gas and electric, including where required legal action is required.
* Represent them at multi agency meetings including Safeguarding conferences, ensuring that you are compliant with the protocols and timely submission of information.
* Ensure you meet key housing performance targets.
* Comply with organisation confidentiality and information security policies at all times.
* Compliance with any Service Level Agreements, contracts that they have in place in relation to their service area.
* Observe and continually promote their Equality, Diversity and Inclusion Policy.
* The duties and responsibilities are difficult to define in detail and may vary from time to time without changing the general character of the duties or level of responsibilities entailed. The post holder is therefore expected to undertake such other duties as may be requested provided the general character of the duties or level of responsibility does not change.
Essential Skills and Qualifications
* Knowledge of the social housing sector in Wales
* Tact and diplomacy
* Will need to be able to travel as part of the job
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