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Job description

Visit www.cornerstonehousing.net/careers for more information and to download our recruitment pack.

We are also advertising for a Development Administrator (21 hrs) and would welcome application from candidates who would be interested in a full time combined role. Please also apply for the Development Administrator role.

Closing Date – 13th August 2023
Shortlisting – WC 14th August 2023
Interviews – WC 21st August 2023

Salary: £24,100 per year (pro rata) depending on experience
Hours: 14 hours - across two days (Thursday and Friday), 9 am – 5 pm.
Location: This role is based in our modern Exeter city-centre offices.

Housing people is diverse and interesting work
As a growing housing association, based in the heart of Exeter, we are looking for outstanding people with a passion for housing and the motivation to make a real difference to people’s lives.

We are seeking a Customer Service Advisor to join Cornerstone in our Housing Team
You will be providing frontline services to our customers, potential customers and colleagues. You will promote Cornerstone’s values and engage in a culture of high quality customer care, responding positively, kindly and with empathy to our broad range of customers.

If you’re looking to develop your career and would like the opportunity to work in a team that prides itself on good customer service and finding solutions, then we want to hear from you.

As Customer Service Advisor your main tasks will be to

• Give accurate information and advice on a wide range of queries, including those associated with tenancies, rent, moving home, neighbourhoods, maintenance of homes, and customer engagement.
• Proactively manage initial concerns and feedback to prevent escalation to complaints and to identify areas for learning and improvement.
• Communicate effectively with customers to try and diagnose minor maintenance issues in their homes, give advice and information about maintaining a healthy home, and support them to use self-help methods where possible.

We are looking for someone who is committed to providing the best possible service to customers, while treating people with respect, celebrating and valuing diversity, and promoting equality and inclusion. In return we offer a positive and supportive working environment with excellent opportunities for professional and personal development.

OVERALL AIMS OF THE JOB:

To provide excellent frontline services to our customers, potential customers and to internal colleagues.

MAIN TASKS:

• To provide a friendly, knowledgeable, helpful and efficient front line service
• To diagnose and book maintenance works in our customers’ homes
• To provide administrative support to the wider organisation

JOB ACTIVITIES:

FRONT LINE CUSTOMER SERVICE

• Demonstrate and promote a culture of high quality customer care.
• Respond positively, kindly and with empathy using all of methods of communication.
• Provide an efficient service, ensuring customers receive a prompt response within service standards or agreed timescales.
• Give accurate information and advice on a wide range of queries, including those associated with tenancies, rent, moving home, neighbourhoods, maintenance of homes, and customer engagement.
• Take ownership of queries and concerns, liaising with other colleagues and agencies as needed to resolve queries at the first point of contact, wherever possible.
• Proactively manage initial concerns and feedback to prevent escalation to complaints and to identify areas for learning and improvement.
• Complete outbound customer satisfaction surveys.
• Follow our policies and procedures related to health, safety and wellbeing, ensure that safeguarding concerns are shared appropriately.
• Correctly signpost or refer matters on for further investigation or advice where needed.
• Be proactive to improve the quality of the customer and property data that we hold, filling in gaps and updating information at every appropriate opportunity.
• Document communications accurately and appropriately on our databases.

DIAGNOSE AND BOOK APPOINTMENTS FOR MAINTENANCE WORKS

• Communicate effectively with customers to try and diagnose minor maintenance issues in their homes, give advice and information about maintaining a healthy home, and support them to use self-help methods where possible.
• Book first appointments for repairs or inspections into trade calendars, liaising with the Property Services Team as needed as part of an effective repairs service for customers.

ADMINISTRATION

Provide a wide range of general administrative tasks to support the needs of customers and colleagues across the wider business. This may include, but is not limited to:

• Scanning and accurately filing documents to digital systems
• Processing and distributing incoming and outgoing mail
• Basic letter writing and mail merges
• Organising meetings/events and minute taking
• Maintaining office supplies
• Data entry onto various different systems
• Preparing and collating tenant information and handover packs

GENERAL DUTIES

• Promote Cornerstone’s vision and values in all that you do.
• Work positively and collaboratively with customers, colleagues, other agencies, and third parties to ensure strong working relationships and a good standard of service delivery to customers.
• Ensure that you are fully acquainted with and follow the law, regulation, policies and procedures as they relate to your post.
• Ensure accurate records are kept on files and databases and that confidentiality and data protection requirements are adhered to.
• Work to ensure the health and safety of customers and colleagues. Observe and promote Cornerstone’s Health & Safety policies and procedures at all times.
• Treat customers and colleagues with respect ensuring people feel included and that diversity is celebrated and valued. Observe and promote our Equality, Diversity & inclusion policies and procedures at all times.
• Ensure Cornerstone’s financial procedures are followed.
• Work efficiently and effectively with a focus on value for money.
• Take ownership of your own professional development and undertake training as relevant to your role.
• Keep all duties of the post-holder under review and make recommendations for any improvements in policies and procedures to your line manager.
• Occasional after hours work may be required within the scope of the role.
• Any other duties appropriate to your position as may be identified from time to time.

Basic eligibility

• Right to work within the United Kingdom.
• Satisfactory Basic DBS check
• Two references (one must be current or most recent employment)

Any offer of employment will be conditional on you satisfying these requirements)

Qualifications

• A Good standard of general education including Math, ICT and English
• A relevant vocational qualification, or demonstrable experience in a relevant role (Customer Service, Administration, MS Office)

Experience & knowledge

• Experience in a customer service role providing high quality customer service via the telephone and digital methods of communication
• Experience resolving customer concerns and complaints
• Experience of administration tasks
• Experience working to policies and procedures
• Knowledge of health & safety as appropriate to this role
• Knowledge of data protection principle
• Experience within the social housing sector in a housing or property related customer service role
• Knowledge of basic property maintenance and regulatory compliance

Relevant skills and abilities

• Proficient in the use of I.T to include Microsoft packages
• Able to pick up new systems quickly with training
• Excellent communication skills

- confident and calm
- friendly and kind
- good listening skills
- able to show empathy

• Confident using all forms of communication
• Positive, with a ‘can-do’ attitude
• Calm under pressure and able to prioritise workload effectively
• Able to develop and maintain good working relationships
• Work independently under own initiative as well as part of a team
• Work effectively and collaboratively with a diverse range of people
• Problem solving
• Accuracy and attention to detail
• Responsible and reliable
• Competent using databases, cloud based portals, scheduling systems, mobile working functions.
• Able to identify improvements and efficiencies

Other attributes

• Ambitious about being the best you can be and in proving the best possible service to our customers
• Commitment to treating people with respect, celebrating and valuing diversity and promoting equality and inclusion
• Commitment to delivering Cornerstone’s corporate objectives
• Willingness to work flexibly outside normal working hours

Why work for Cornerstone
We are looking for outstanding people with a passion for housing and the motivation to make a real difference to people’s lives. In return, we offer a supportive working environment with access to opportunities for learning and development, as well as an excellent benefits package.

Normal Hours of Work - 14 hours across two days

Salary - Up to £24,100 (pro rata) depending on experience

Holiday - The annual holiday entitlement is 26 working days per annum + 8 bank holidays.(pro rata)

We offer a broad range of benefits and support, including

Employee assistance programme

• Group Income Protection: covers 50% of your salary in the event you cannot work due to ill health.
• YuDoctor – a free and unlimited 24/7 virtual GP service available to you, your children and partners.
• YuMatter – a 24/7 clinician-led Employee Assistance Programme which offers access to clinical counselling, CBT, legal and financial information and life coaching sessions. This is free and available to you and your immediate family.
• Access to the YuLife app, where you can get rewarded for walking, meditating and cycling, and receive vouchers from brands like Amazon, ASOS, M&S, Nike and many more.
• Discounts of up to 40% on brands such as Fitbit, Garmin, Virgin Experience Days and Thriva.
• Free will, and free trials on apps such as Calm, Fiit, Moneyhub, and MoveGB.

Annual pay & benefits review
We listen to staff feedback and undertake an annual review of pay and benefits

Cycle to work scheme
Save on the cost of a new bike, reduce travelling costs and improve wellbeing! We have secure cycle storage and shower facilities at Cornerstone house.

Free eye tests
Free sight test available every two years

Flexible working
We pride ourselves on being a good employer, supportive of family and personal needs where we can accommodate this.

Social Benefits
Throughout the year we aim to organise, or support, a range of other events which could include a christmas party, staff away days, charity or social events.

Great colleagues & a great location
We offer a supportive working environment with friendly colleagues in our modern office, ideally located between the city centre and the quay, close to public transport links and cycle routes.

Volunteering days
Two ‘volunteering days’ each year, encouraging teamwork, wellbeing and community benefit.

Job Types: Part-time, Permanent
Part-time hours: 14 per week

Salary: Up to £24,100.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Company pension
• Cycle to work scheme
• Free flu jabs
• Gym membership
• Health & wellbeing programme
• Paid volunteer time
• Sick pay

Schedule:

• No weekends

Application question(s):

• This position is based in Exeter City Centre. Are you local to Exeter?

Work Location: In person

Application deadline: 14/08/2023