CSU Advisor

Our client a large public sector organisation requires an CSU Advisor based in Ballymena.

Role: CSU Advisor

Rate of Pay: £13.69ph

Location: Ballymena

Hours: 37 hours per week

Duration: 3 Months

Main duties/Responsibilities:

The post holder will report to a designated manager to deliver excellence in customer service via the telephone and/or at the public counter acting as a customer advocate across a comprehensive range of housing services. A core role of CSU Advisors is to accurately diagnose and record repairs for Housing Executive tenants and work in partnership with others to resolve issues.

To contribute to the provision of a modern, professional and responsive service to support NIHE business delivery and our vision and values as outlined below:

• 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.

• Taking 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 and booking appointments for grounds maintenance inspections.

• Arranging gas and other required Health and Safety checks by appointment.

• Carrying out customer surveys when requested.

• Providing support to the public counter when required.

• Providing administrative support to Income Collection Units as required.

• Attending business meetings to support CSU management as necessary.

• Triaging homeless applicants, accurately recording information and passing this to the appropriate staff member.

• Providing support to the telephony unit as required.

Essential Criteria:

• (Possess five GCSEs or equivalent qualification PLUS at least one year's customer service experience

OR

• (Can demonstrate at least 2 years' customer service experience AND can demonstrate ongoing learning through completion of relevant courses and/or through relevant supported workplace or on-the-job training
• Experience in using a range of computer packages including Word, Excel, Outlook, etc.
• Experience in dealing appropriately with customers in a challenging environment

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Christine Thompson will be in contact to confirm if you have been shortlisted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.