Customer Services Unit Advisor

Our client, a large Public Sector Organisation requires a Customer Services Unit Advisor based in Ballymena.

Role: CSU Advisor

Location: Ballymena

Hours of work: 37 hrs per week variable Monday to Sunday

Hourly Rate: £13.26

LOCATION OF POST:

Ballymena

MAIN PURPOSE

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.

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:

Our Vision

"Everyone is able to live in an affordable and decent home, appropriate to their needs, in a safe and attractive place."

Our Values

Key Responsibilities

This will include the delivery of a range of services including, but not limited to:

1. Responding in a timely and professional manner to customer contact using a range of communication methods.

1. Recording repairs for customers from various means of contact e.g. phone, counter and web reporting

1. Communicating with customers to understand their query and accurately recording the priority of a wide range of maintenance and heating repairs

1. Liaising with a wide range of internal and external stakeholders (contractors, maintenance departments, housing, grounds maintenance, Housing Executive tenants)

1. Using a wide range of computer packages to record, manage and retrieve information for example IT systems to accurately record repairs

1. Implementing/advising on policies and procedures including response maintenance and other business areas where required

1. Take an active and positive role within the team, working together to meet business objectives

1. Monitoring and escalating maintenance performance issues to CSU supervisor and CSU manager where appropriate

1. Recording Grounds Maintenance repairs & booking appointments for Grounds Maintenance inspections

1. Arranging Gas and other required Health and Safety checks by appointment

1. Carrying out customer surveys when requested

In addition to the main duties detailed above, the post holder may also be expected to carry out other specific duties relevant to the Customer Services Unit in which they successfully obtain a post. Examples of such duties may include but are not limited to:

1. Providing support to the public counter when required

1. Providing administrative support to Income Collection Units as required

1. Attending business meetings to support CSU management as necessary

General Duties

1. To provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion, while ensuring timely escalation to the senior management, when required

1. To ensure continued and effective working relationships with key internal and external stakeholders.

1. To promote continuous service improvement by working with customers and other Agencies to improve service delivery.

1. To represent the CSU Team as required and provide support and cover for the other team members as and when required.

1. To undertake the duties of the role in such a way as to enhance and protect the reputation and public profile of NIHE.

1. To adhere to the Core Values and Code of Conduct for Housing Executive employees and comply with all NIHE frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance.

1. To direct and signpost managers and officers to the appropriate source for issues outside the remit of this post.

1. To participate and/or facilitate Working Groups, Committees and other internal forums as required.

1. To undertake any duties deemed appropriate to the achievement of the purpose and function of the post in order to ensure team resilience and meet organisational need.
   
2. To promote, uphold and implement all NIHE policies, plans and procedures, ensuring policy requirements and timescales are adhered to.

1. To analyse and solve technical problems by investigating potential solutions working both individually and as part of a team.

1. To manage their own performance and be flexible and responsive to change.

Note: This summary of responsibilities and personal duties is not intended to be exhaustive. This role will develop and change in line with programmes and projects.

Essential Criteria

Applicants must provide evidence by the closing date for application that they meet the following 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

*Refer to Qualifications Framework for equivalencies

1. 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.
  

1. 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

Candidates will also be assessed against the relevant Individual section of the NIHE Behavioural Framework.

To be shortlisted for this role all applicants MUST meet the essential criteria.

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

If you are interested, please upload your CV to the link provided, and Rory McGregor will be in contact to confirm if you have been shortlisted.