Customer Services Advisor

Cumbria Chamber; United Kingdom; Remote; GBP 21,000 - 25,000; Full time

Job summary

Cumbria Chamber is seeking a Customer Services Advisor to be the first point of contact for customers, replying to enquiries in a friendly, helpful manner and delivering right-first-time service. You will promote digital services and guide customers to access their online accounts.

Key duties include logging enquiries, setting up new customer accounts, recording payments and appointments, and supporting repairs coordination. Strong communication, teamwork, and organisational skills are essential.

Qualifications

• Good general education background with passes at GCSE level or equivalent in Maths and English.

Responsibilities

• Respond to customer enquiries and maintain a right-first-time service.
• Set up new customer agreements and accounts, recording rent and payments.
• Provide information and support including payment advice, diagnosing repairs, and booking appointments.
• Coordinate repairs and deploy colleagues to emergency and responsive works to meet targets.
• Promote uptake of digital services and assist customers with online accounts.
• Raise repair orders, reschedule appointments, and record call-back notes.
• Contribute to team performance and suggest process improvements to ensure value for money.
• Adhere to Health, Wellbeing and Safety policies and procedures.
• Ensure data is collected and managed accurately to support decision making.

Skills

Customer service

Communication skills

Teamwork

Organised

Microsoft Excel

Microsoft Word

Microsoft Teams

Education

GCSE Maths and English

Tools

Excel

Word

Teams

Job description

As Customer Servicers Advisor, you will be the first point of contact for our customers,responding to their enquiries in a friendly and helpful manner and aiming to deliver a rightfirst-time service. You will promote and support customers to access our digital services.

Key accountabilities:

1. To respond to all Customer Hub enquiries and fully utilise our systems to recordinformation, ensuring a ‘right first time’ service. Follow up on any commitmentsmade to call back a customer to maintain high levels of customer satisfaction.Ensuring all customer information is kept up to date.

2. To setup new customer agreements and accounts, ensuring that the rent is correctlyrecorded. To provide accurate information and support to customers includingpayment advice, diagnosing repairs, and booking appointments, Choice BasedLettings support, whilst providing information and advice on all services.

3. To effectively deploy repairs colleagues to emergency and responsive works,meeting targets and our customer’s needs.

4. To actively promote the uptake of digital services and support customers to makebest use of their online account.

5. To raise repair orders and re-schedule appointments and support other teamsacross the business by recording call-back case notes and incidents.

6. To be a proactive member of the SLH team; continually seeking to improveoutcomes and develop your own skills and the performance of the team. You willseek to improve processes and ensure value for money.

7. To ensure that Health, Wellbeing and Safety policies and procedures are adheredto, to deliver effective and safe services and operations.

8. To ensure you work in accordance with legislative, regulatory and financialrequirements in relation to your role at all times.

9. To ensure that SLH data is collected, safely and appropriately managed, reportedaccurately and produced in a timely fashion to aid sound decision making and thatappropriate procedures, systems and processes are in place to ensure data qualityand security.

Skill Requirements

Qualifications

Good general education background with passes at GCSElevel or equivalent in Maths and English

Knowledge, skills, and abilities

An understanding and developed working knowledge ofcomputer systems including Excel, Word, and Teams

An unwavering commitment to equality, diversity, andinclusion, ensuring this is embedded in the work of SLH

Knowledge of current social housing issues

Can work as part of a team

Good communication skills - in writing, on the phone andin person

Listening skills and able to build and maintain effectiveworking relationships

Learning new things and can pick things up quickly

Well organised and able to work to deadlines

Able to work under pressure

An interest in housing and/or social issues

Is a role model to colleagues in expected professionalstandards, and in alignment with SLHs shared SLICEvalues and behaviours

Experience

Relevant front-line experience of dealing with customers

Values and behaviours - It’s not just about what we do,we believe it’s how we do it too.

By living our behaviours every day,our colleagues,managers and senior managers are living our shared valuesand helping to deliver our Business Strategy objectives ofQuality Homes, Quality Services and Quality People:

Do the right thing For residents, communities and eachother. We stop and consider what the right thing to do is,even when it is difficult

Show respect and kindness, always No matter thesituation or conversation, we treat everyone with respectand kindness.

Be honest and fair Honesty and fairness underpin what wedo. We value transparency, welcome discussion anddebate, and are open to change when it is the right thing todo.

Make it happen We take personal responsibility, take pridein doing our best, stay curious and embrace learning andinnovation.

All belong at SLH We embrace the power of difference andsee it as a real strength, ensuring everyone feels theybelong.