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Job description

Role Profile

What’s the role?
Customer Focus Assistant (until 31 March 2024)
£24,054 - £25,409

You will:

• Assist in the provision of a responsive and effective customer service to all residents.
• Provide administrative support to the CFM in a full range of administrative support duties, including the prioritisation of complaints management and customer feedback to improve services through learning.
• Report to the Customer Focus Manager
• This can be worked on a hybrid basis (i.e., Home and office basis).

What will I have to do?

You will:

• Support the CFM in responses to correspondence from customers and other agencies across multiple communication channels.
• Respond to requests for service including requests from customers in accordance with policy and procedures.
• Use your excellent written and telephone skills to manage sometimes difficult conversations with customers and colleagues.
• Update action plans and KPIs using the performance management system (ideagen)
• Arrange complaints panels and take minutes of meetings as required.
• Complete updates on the OpenHousing case management system for cases managed by the CFM including case information, customer insight information and property information.
• Collate information and investigations undertaken by the CFM for responses to the Housing Ombudsman ensuring relevant timescales are met
• Respond to feedback provided by customers using own initiative to deliver a positive resolution for HIS and the customer
• Support delivery of improved customer feedback through website and social media communication channels
• Arrange mail outs including bulk mail outs and feedback from customers including following-up on surveys or collating consultation responses.
• Work with the Community Enabler team to arrange transport for customer events
• Access and collate information to support complaints and compliance reporting including social value
• Co-ordinate and carry out the scanning of documents as appropriate.
• Raise purchase orders as requested by the team
• Assist the team in meeting its Health and Safety obligations.
• Support the team to improve performance,.
• Work collaboratively with all other staff teams

What do I need to be successful?

• Support the CFM in responses to correspondence from customers and other agencies across multiple communication channels.
• Respond to requests for service including requests from customers in accordance with policy and procedures.
• Use your excellent written and telephone skills to manage sometimes difficult conversations with customers and colleagues.
• Update action plans and KPIs using the performance management system (ideagen)
• Arrange complaints panels and take minutes of meetings as required.
• Complete updates on the OpenHousing case management system for cases managed by the CFM including case information, customer insight information and property information.
• Collate information and investigations undertaken by the CFM for responses to the Housing Ombudsman ensuring relevant timescales are met
• Respond to feedback provided by customers using own initiative to deliver a positive resolution for HIS and the customer
• Support delivery of improved customer feedback through website and social media communication channels
• Arrange mail outs including bulk mail outs and feedback from customers including following-up on surveys or collating consultation responses.
• Work with the Community Enabler team to arrange transport for customer events
• Access and collate information to support complaints and compliance reporting including social value
• Co-ordinate and carry out the scanning of documents as appropriate.
• Raise purchase orders as requested by the team
• Assist the team in meeting its Health and Safety obligations.
• Support the team to improve performance,.
• Work collaboratively with all other staff teams

How will I evidence my success?

I will …

• Successfully meet the KPIs and objectives agreed for myself and my team
• Be able to demonstrate tenancy management services which achieve the most positive outcomes possible.
• Work with partners, customers and other stakeholders to deliver neighbourhood and community events which focus on customer needs, expectations and aspirations.
• Support the delivery of the Corporate Strategy and Customers First Strategy.
• Be aware of budgets for the service areas and assist in the delivery of services while obtaining value for money.
• Support the production of reports, procedures and other appropriate documents that ensures the effective delivery of services
• Take a proactive approach in team meetings, at 121’s and appraisals.
• Take responsibility for identifying training needs, updating knowledge of changes in legislation, best practice and other developments.
• Identify and support the management of risk and health and safety

Job Types: Full-time, Temporary contract, Fixed term contract
Contract length: 6 months

Salary: £24,054.00-£25,409.00 per year

Benefits:

• Casual dress
• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Free flu jabs
• Health & wellbeing programme
• On-site parking
• Sick pay
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Work Location: Hybrid remote in Bridgwater