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Cairn Housing Association; Bellshill; Hybrid; GBP 30,000 - 32,000; Part time

Job summary

Cairn Housing Association is seeking two Customer Service Advisors to deliver excellent service across multiple channels and support ongoing digital changes within the organisation. The roles will be the first point of contact for enquiries, drawing on a broad knowledge of the organisation to provide accurate, timely responses against our service standards.

This part-time, hybrid position based in Bellshill offers a stable schedule with three days remote, focused on Income Management, tenancy

Qualifications

• Provide first point of contact for enquiries with knowledge across departments.
• Deliver responses that meet service standards and KPIs.
• Assist in income management payments and tenancy service duties.

Responsibilities

• Maintain Cairn Connect day-to-day operations and own customer enquiries within SLAs.
• Assist with Income Management payments, tenancy services and repairs administration.
• Deliver high levels of customer service via phone, email, face-to-face and webchat.
• Data capture/management using various software to enable accurate reporting.
• Foster partnerships across the group to promote a one-team approach.

Job description

We are seeking two Customer Service Advisors to provide an excellent and consistent service to all internal and external customers, using different communication channels and promoting future digital and ongoing changes within the organisation.

You will provide a first point of contact for all enquiries and to have a vast knowledge of all departments within the organisation ensuring correct and efficient responses are delivered against our agreed service standards and key performance indicators.

Key Responsibilities:

• Maintain the day-to-day operation of the Cairn Connect service, taking ownership of customer enquiries and ensuring customer information is efficiently and effectively handled within agreed service level agreements to meet the expectations of our customers.
• Assisting in the delivery of key business services, including Income Management payments and administration, Tenancy Services housing enquiries, antisocial behaviour, Repairs reporting and invoice administration and general day-to-day business enquiries, where possible offering a first-time resolution service to meet our key performance indicators.
• Delivers a high level of customer service to all internal and external customers using various sources including telephone, email, face to face, webchat and other digital platforms to ensure an excellent customer journey.
• Perform effective data capture/management using various software systems, to enable accurate reporting and monitoring.
• Maintain and assist with partnership working across the group to ensure collaborative working and consistency of service in key areas and to promote a streamlined one team way of working.

Proud member of the Disability Confident employer scheme

Customer Service Advisor

Company: Cairn Housing Association Salary: £30,160 to £31,738 a year Hours: Part-time Location: Bellshill Working pattern: Hybrid - 3 days remote Job type: Permanent

Summary

We are seeking two Customer Service Advisors to provide an excellent and consistent service to all internal and external customers, using different communication channels and promoting future digital and ongoing changes within the organisation.

You will provide a first point of contact for all enquiries and to have a vast knowledge of all departments within the organisation ensuring correct and efficient responses are delivered against our agreed service standards and key performance indicators.

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.