Job description

Customer Service Advisor required for the Northern Ireland Housing Executive.

Location: Belfast City Centre

Hours: 37 hours p/w

Pay rate: £10.98 p/h

Duration: 3 mos. initital

JOB SUMMARY:

The CSU Advisor will support the CSU Manager to deliver excellent customer service via the telephone and/or at the public counter acting as a customer advocate across a comprehensive range of housing services. The CSU Advisor will accurately diagnose and record repairs for Housing Executive tenants and work in partnership with others to resolve issues.

KEY DUTIES:

• Responding in a timely and professional manner to customer contact using a range of communication methods.
• Recording repairs for customers from various means of contact e.g. phone, counter and web reporting
• Communicating with customers to understand their query and accurately recording the priority of a wide range of maintenance and heating repairs
• Liaising with a wide range of internal and external stakeholders (contractors, maintenance departments, housing, grounds maintenance, Housing Executive tenants)
• Using a wide range of computer packages to record, manage and retrieve information for example IT systems to accurately record repairs
• Implementing/advising on policies and procedures including response maintenance and other business areas where required
• Take an active and positive role within the team, working together to meet business objectives
• Monitoring and escalating maintenance performance issues to CSU supervisor and CSU manager where appropriate
• Recording Grounds Maintenance repairs & booking appointments for Grounds Maintenance inspections
• Arranging Gas and other required Health and Safety checks by appointment
• Carrying out customer surveys when requested

ESSENTIAL CRITERIA

1. (i) Hold a BTEC National Certificate or equivalent Professional or Technical qualification* (Level 3) plus at least one year's relevant customer service or general administrative experience

OR

(ii) Have five GCSEs* (Level 2) , or equivalent qualification, plus at least two years' relevant customer service or general administrative experience

OR

(iii) Can demonstrate three years' experience in a customer advisor role and can demonstrate ongoing learning through completion of relevant courses and/or through relevant supported work place or on-the-job training

2. Candidates must demonstrate the relevant number of years' experience in each of the following:

• Experience of direct delivery of relevant customer service to the public via telephone or face to face
• Experience in dealing appropriately with customers in a challenging environment
• Experience in using a range of computer packages including Word, Excel, and Outlook etc.

3. Applicants must demonstrate (to be assessed at interview)

• Ability to actively listening
• Attention to detail and organisational skills
• Knowledge of a service or product
• Ability to work as part of a team Customer focus and empathy
• Conflict resolution skills

BELSL

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If you are interested and available for this position, please upload your CV to the link or contact Orlaith Fogarty. Orlaith.Fogarty@staffline.co.uk/02890242824 ext 303

To be shortlisted for this role all applicants MUST meet the essential criteria. Please note that these roles may be filled quickly but your CV will be kept on file for future similar roles. As there are so many applications, unsuccessful candidates may not be contacted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate. It will be a cost of between £18 - £33 depending on clearance level.