Customer Service Advisor

General Aims: To provide high quality front line customer focused service to all tenants, callers and visitors to the association.

1.0 CUSTOMER FOCUS

1.1 To provide a high quality comprehensive front line customer focused service to all callers and visitors to the association responding to customer requests.

1.2 To process maintenance invoices, work orders, recharges and quotations gaining authorisation, ensuring accurate coding and completion on relevant systems.

1.3 To undertake all administration related to the customer services department including data entry, contractors and consultants, works completion and tenancy agreements.

1.4 To undertake general administration to include mail, new supplier forms, ordering of stationary and supplies, management of telephone systems, booking of transport and accommodation, recycling, disaster recovery file and board and committee intranet and meeting support .

1.5 Undertake service contract surveys of customer opinion to measure tenant satisfaction feeding into the association's performance management systems and enabling First Choice to act upon feedback in combination with the Customer Services Manager

1.6 To maintain comprehensive property, health and safety, equal opportunities information, archive files and "important documents" for each property.

2.0 TENANT PARTICPATION

2.1 Undertake administration for all tenant participation activities and events including the preparation, attendance and post review of tenant events.

2.2 Produce communication with tenants in an accessible format, including CD/DVD versions, newsletter editorial groups and social media updates where appropriate.

2.3 To adhere to the principles outlined in the association's tenant participation strategy, attending key First Choice events

3.0 OTHER RESPONSIBILITIES

3.1 Uphold the association's Code of Conduct, standing orders and policies and procedures setting high personal standards

3.2 Undertake all Health & Safety Responsibilities relevant to the role as outlined in the organisational Health & Safety Policy

3.3 To undertake other duties as may be reasonably expected commensurate with the post.

First Choice wants to be an employer that attracts and keeps the best people. In addition to salary, we offer a range of benefits that aim to keep us competitive in the market place.

Hours of work: Standard full time hours are 35 per week, Monday to Friday. Flexible working hours including generous time off in lieu arrangements. We also offer agile working with a blend of home/office working. A working from home allowance is also provided of £50pcm.

Place of Work: Greenmeadow Springs Unit 10 Village Way, Tongwynlais, Cardiff, CF15 7NE. We also offer a hybrid working environment with a blend of office/home working.

Salary: SCP20 -SCP25 - £25,332 - £29,543.

Car: Business mileage paid at current HMRC mileage rates.

Pension: 10% Employer's contribution to pension scheme with 3% mandatory employee contribution.

Annual leave: 26 days annual leave, plus paid leave for all statutory holidays rising to 27 in the January following 2 years' service and thereafter a day per year until the maximum limit of 30 days.

Probation: Your employment is subject to a probationary period of 6 months from your start date.

Notice period: One month on either side.

Sickness pay: Generous sickness pay, plus enhanced maternity, paternity and adoption pay.

Health Plan: Tax-paid provision of HSF Health plan.

Training: Excellent training opportunities, study fees and exam leave.

Professional subscription: One professional subscription paid per annum.

Other benefits:

• Death in service benefits


• Critical illness cover


• Health wellbeing packages including gym membership


• Subsidised Christmas party


• Annual health screening


• Annual staff away day


• Cycle to work scheme


• Birthday off as an extra holiday


All benefits are provided and paid for at the absolute discretion of the Association. First Choice Housing Association reserves the right to amend, enhance or remove benefits subject to legislation, staff consultation and business operations. The Association is fully committed to diversity and it is our aim to provide all of our services and employment opportunities on a fair and equitable basis., Job Types: Full-time, Permanent

Pay: £25,332.00-£29,543.00 per year

Benefits:

• Casual dress


• Company events


• Company pension


• Cycle to work scheme


• Enhanced maternity leave


• Enhanced paternity leave


• Free parking


• Gym membership


• Health & wellbeing programme


• Life insurance


• On-site parking


• Private dental insurance


• Private medical insurance


• Sick pay


• Work from home


Schedule:

• Flexitime


• Monday to Friday