Customer Service Adviser

Langstane Housing Association; Aberdeen City; Vor Ort; GBP 28.000 - 31.000; Vollzeit

Zusammenfassung

Langstane Housing Association in Aberdeen is seeking a frontline Customer Service Advisor to join our busy team, handling tenant queries, logging repairs, and assisting with housing applications and antisocial behaviour matters. You will deliver high-quality service primarily over the phone and ensure fair outcomes.

This varied role requires strong customer service, accurate records management, and collaboration with colleagues and contractors to support our housing operations and allocations.

Qualifikationen

• 1–2 years of customer service experience preferred.
• Experience in housing sector is a plus.
• Strong data entry and records management skills.

Aufgaben

• Respond to tenant queries at first point of contact.
• Log repairs and raise work orders in the housing management system.
• Process new housing applications and assess priorities per policy.
• Provide reception support and mail processing.
• Communicate timescales clearly to tenants and staff.
• Handle complaints promptly to achieve fair outcomes.
• Refer issues to other teams when needed for vulnerable customers.
• Proactively manage customer requests and applications.
• Build productive relationships with colleagues and contractors.
• Support on-site customer service activities as needed.

Kenntnisse

Customer service

Tenant support

Microsoft Office

Ausbildung

Standard Grades / National 5

Tools

Microsoft Office

Jobbeschreibung

Role Purpose

To handle tenant queries at first point of contact ensuring tenant expectations are managed and a fair outcome is delivered.

Role Remuneration

£27,636 - £30,706

About the Role

This role is based within our busy front line Customer Service Team and is responsible for assisting our customers with; logging repairs, their housing applications, dealing with Anti- Social Behaviour complaints as well as being reactive to other general queries. Our team mainly deal with customers over the telephone and provide a high level of customer service ensuring fair outcomes are delivered.
This role is varied, engaging and fast paced with the right amount of challenge and job satisfaction added in.
As well as all of this, it will also provide an insight into the housing industry allowing the successful candidate to learn about the various areas and practices involved in our mission to provide homes and services that make a positive difference to people’s lives.

Key Accountabilities

• Responding to customer queries proactively, ensuring customer service standards are adhered to and fair customer outcomes are delivered.
• Raising repairs which have been reported by tenants at first point of contact, recording information and raising work orders on the housing management system.
• Processing and managing new housing applications from customers ensuring the information held on the housing system is an accurate reflection of the information provided. Assess applications and award priority based on our allocations policy.
• Undertake general reception activities to support our customers and staff including mail processing and distribution.
• Providing clear and manageable timescales to our customers ensuring we are managing expectations in line with our processes and procedures.
• Handling customer complaints at the first point of contact where possible and ensuring customers making complaints are delivered a fair outcome.
• Dealing with customer queries wherever possible at the first point of contact ensuring Langstane’s processes and procedures are followed.
• Making referrals to other internal teams where applicable when dealing with potentially vulnerable customers.
• Proactively managing customers’ requests and applications.
• Create productive relationships with colleagues and contractors to ensure tenant queries can result in a fair outcome

About You - Essential criteria

• Standard Grades / National 5
• Up to 1 years customer service or housing sector experience

• Fully proficient in updating, recording and maintaining electronic customer records;
• Proficient Microsoft Office skills;

About You - Desirable criteria

• Good understanding of basic data protection principles.