Job Title:Customer Services Advisor (Repairs)

Job Title:Customer Services Advisor (Repairs)

Job title:Customer Services Advisor (Repairs)

Job family:GLH

Reports to:Maintenance and Compliance Manager

Management of:None

The key roles for Customer Services Advisor (Repairs)are:

  • Customer Service
  • Ambassador and Liaison
  • Business Process Supporter
  • Planner and Organiser
  • Collator and Distributor of Information

Customer Service

The Customer Services Advisors will be the first and main point of contact for all repairs calls to the GLH 0845 number and will deal with all callers in accordance with customer care and quality management techniques.

KPI’s:

  • Can evidence effective relationships with all contacts.
  • Understands and demonstrates ability to report to and involve key people.
  • Comprehensively answers queries from callers ‘right first time’ and refers more complex cases to the appropriate officer, whilst still owning the query as appropriate.
  • Can evidence effective and reliable judgements in reporting and seeking advice, guidance and support with complex issues.
  • Can evidence a high standard of customer service in dealing with repairs, making appointments at first point of contact and keeping tenants and support informed at every stage of the repairs process.

Measures:Feedback fromkey stakeholders in the region, customer satisfaction scores, ‘right first time’ resolutions.

Ambassador and Liaison

The Customer Services Advisor will be a key person in our delivery of a best practice repairs services to tenants and stakeholders. They will be confident and efficient at taking and dealing with calls and enquiries and will liaise with all teams within GLH to ensure that our customers receive a high level of service and satisfaction.

KPI’s:

  • Demonstrates a willingness and ability to positively represent GLH and Mencap both internally and externally and liaises with contractors and suppliers to ensure tenants’ and GLH’s requirements are met fully.
  • Demonstrates effective understanding and application of all recording requirements to support effective service delivery.
  • Keeps up to date with policies, procedures and internal communication.
  • Demonstrates an understanding of all GLH processes and is able to confidently respond to all calls and enquiries.
  • Demonstrates effective relationships with repairs contractors dealing with reactive repairs to ensure they work to the highest standard.

Measures: Feedback from people who use the service, their families/carers, other stakeholders, evidence of relationships with external bodies,

Business Process Supporter

The CustomerServices Advisor will provide a comprehensive support service to the regional teams and will ensure the efficient running of all processes related to the services.

KPI’s

  • Effectively deals with all enquiries whether by mail or telephone and provides an appropriate response to enquiries by dealing with them directly, or onward referral in line with GLH customer service standards.
  • Answers housing management queries in relation to repairs issues.
  • Answers calls relating to reactive repairs and demonstrates ability to follow repairs reporting procedure, including processing of invoices.
  • Demonstrates a knowledge of repairs priorities and effectively deploys repairs orders to contractors using the correct Schedule of Rates codes.
  • Liaises with regional staff and Property Officers to ensure all maintenance and repair records are kept up to date within the property database.
  • Liaises with tenants and support staff to ensure wherever possible appointments are kept and tenants are kept informed of repairs progress.

Measures: Active Management of contractors, working to agreed processes and policies, accuracy of data input.

Collator and Distributor of Information

The Customer Services Advisor has a critical role in supporting the regional teams with the transmission of information to and from internal and external bodies and must demonstrate efficiency in the collection and reporting of information. They will be the initial point of contact for customer repairs enquiries and therefore responsible for ensuring accurate information is gathered and recorded relating to the customer’s call.

KPI’s:

  • Demonstrates ability to provide a full reactive repairs administration service to regional teams.
  • Administers the legal compliance appointments for gas, fire and electric servicing, keeping records and dates on Active H up to date and liaising with Property Officer Central to ensure the service is delivered..
  • Gathers and disseminates information, accurately, efficiently and effectively.
  • Develops effective systems for the storage and retrieval of information.
  • Ensures that information returned is complete and accurate and fit for the intended purpose.
  • Responds efficiently and effectively to requests for information.
  • Updates and maintains information about the services.
  • Adheres to Data Protection regulations.

Measures:Achievement of paperwork deadlines, KPI’s relating to data, feedback from internal stakeholders.

Planner and Organiser

The Customer Services Advisorwill play an active role in the success of the business, through timely and efficient recording and reporting. They will provide administration support to the regional teams and will be key to ensuring that deadlines are met.

KPI’s:

  • Ensures all information is received and collated from services in a timely manner.
  • Organises own time and the diaries of others to ensure that deadlines are met.
  • Demonstrates an understanding of internal and external priorities and ensures compliance with contractual requirements.
  • Drafts letters, writes reports and develops presentations as required.
  • Ensuresproperty files are kept up to date ensuring all essential paperwork is received from Regional teams and filed correctly.
  • Keeps GLH’s repairs database up to date and ensures accurate information is logged.
  • Ensures accuracy of all office filing; stores, archives and destroys documents in accordance with the Data Protection Act and contractual requirements .

Measures: Achievement of paperwork deadlines, KPI’s relating to data, feedback from internal stakeholders.

Person Specification

In addition to the things below, in Mencap we expect our employees to:

  • be positive about working for Mencap and to demonstrate this to all the people they come into contact with
  • work well with all of their colleagues
  • take responsibility for their own development

Essential/desirable

Skills/competence requirements

Computing skills in all Microsoft office packages (Word, Excel) E

Ability to compose professional letters E

Ability to understand, learn and apply changes in processes related

to repairs and housing managementE

Ability to work independently with confidence E

Excellent interpersonal skills E

Ability to work efficiently and calmly when under pressure E

Highly organised, good prioritising and time management skills E

Ability to think logically to determine own solutions to problems E

Knowledge of building design and maintenanceE

Ability to prepare and interpret numerical data E

Experience

Strong customer service background E

Experience of working within a pressurised role E

Experience of setting up and running office systems E

Minute taking/verbal dictation D

Experience of working in a housing repairs service D

Knowledge

Excellent literacy and numeracy skills E

Good knowledge and understanding of social housing managementand

repairs services and understanding of learning disability issues D

Understanding of customer services role within a social housing/charity environment D

An understanding of housing repairs service D

An understanding of the Data Protection Act D

Other requirements

Able to work flexible hours to ensure Customer service desk is manned between 8am and 6pm Monday to Friday E

101/01/2019