Job Specification

The Role

• Provide a professional reception servic
• Accept and deal with as procedure all cash received via the cash desks for both South Tyneside Homes and the Council
• Undertake general administrative duties including filing, post, application processing, photocopying etc.
• Handle customer enquiries and provide a message taking service
• Maintain computerised record systems, including statistical information
• Maintain manual filing systems and file transfer procedures
• Proactively respond to and resolve, in a timely, prompt, courteous and non-judgemental way, a wide range of customer queries within the customer service environment face to face or by telephone, email, text message or in writing
• Take responsibility for obtaining all information necessary to process and resolve a query/complaint, only escalating it to others when it is appropriate
• Act as a customer advocate that seeks the facts
• Where necessary, put the customer in contact with appropriate colleagues or departments, ensuring required information is transferred efficiently
• Maintain accurate computerised information systems by inputting, updating analysis and extracting data. Regularly update and  monitor customer information held on the system
• Proactively identify service improvements making recommendations to improve overall customer service and/or working practice and provide information
• Act as a customer service role model for all colleagues, assisting with training and ongoing coaching and development.
• Support Managers as required by undertaking project work to develop the Service
• Make outbound telephone calls, texts, e-mails and letters that promote the company’s services, conducting service surveys and updating records

The Person

• Successful experience of working in a housing customer facing environmen
• Experience of writing reports and presenting findings including the monitoring of performance
• Experience of successful application of analytical skills in solving complex problems
• Excellent communication skills written and verbal
• Good computer skills
• Excellent organisational skills
• Analytical skills and forward thinking approach
• Good understanding of interview techniques
• Professional, calm, non-judgemental yet assertive
• A desire to help people
• Tactful and diplomatic
• Confident individual and team player
• Committed to the principles of equality and diversity
• Able to work to tight deadlines
• Able to manage own workload
• Flexible approach to work