Customer Service Adviser
Aberdeen
Full-time
Permanent employee
27,636 - 30,706 £ per year
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.
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 ensuing 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
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About You - Desirable criteria
- Good understanding of basic data protection principles.
About us
Langstane Housing Association is a key provider of social housing in the North-East of Scotland with over 2,800 homes across Aberdeen City, Aberdeenshire and Moray. Our mission is to provide homes and services that make a positive difference to peoples' lives.
This is an exciting time for us as we are on a cultural transformation journey to shape our future and deliver our strategic priorities including investment in ICT and optimising our staffing structure and evolving our people plans. Are you willing to take on a challenge and join us?