Customer hub advisor contract

Location

Letchworth Garden City, Hertfordshire | United Kingdom

Job description

We’re settle, a resident-focused housing association. Working in communities across Hertfordshire, Bedfordshire, Buckinghamshire, and South Cambridgeshire, we provide more than 23,000 residents in over 10,000 households with a place to call home. There is something special about working here. It’s in the values that shape us and the people that make us – us! And it’s in caring not only about the work we do, but also how we do it. We put residents first. We know that everyone is different, so we ensure that we provide a service that is as individual as each resident.

Here at settle we are looking for a Customer hub advisor on contract up until August 2024 . You will be the first person residents contact - meaning your response sets the tone for the customer’s experience with settle. You will respond to and resolve a wide range of customer enquiries received through different channels including calls, emails, and live chat. Your role is critical to the business as you are the conduit for the customer to the rest of the organisation!

Requirements

Outline of Key Responsibilities...

• Provide an excellent customer service when responding to a wide range of tenancy management issues
• Manage and process resident mutual exchange requests
• Accurately process tenancy changes, successions, and assignments of tenancy, escalating any cases requiring legal intervention
• Accurately assess Common Housing Register applications in line with policy
• Identify and raise safeguarding concerns
• Progress applications and manage repairs/arrears for garages - minimising rent loss

We are looking for someone who has...

• Experience in providing excellent customer service
• Have a warm, positive, caring and engaging approach
• A flexible attitude to work, and work patterns - working effectively with a variety of colleagues and adapting to a changing environment and expectations
• Competent administration and IT skills
• Ability to organise and prioritise your workload
• Able to respond effectively to difficult /challenging situations and resident behaviour
• Experience in providing excellent front-line customer service, ideally in a contact or service centre would be beneficial but not essential
• An understanding of social housing and the sector would be beneficial but not essential

Benefits

In return, we are offering...

• An annual salary of £27,339.90 per annum
• Hybrid working role-dependant
• Flexible working
• Enhanced maternity, paternity and adoption leave
• Annual Leave - 27 days per year increasing by length of service (up to 32 days)
• Stakeholder pension scheme
• Life assurance
• Healthcare cash plan
• Local discounts
• Mental health support and counselling sessions

"At settle we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Job tags

Salary

£27.34k per annum