Job profile – Advice Assistant

by The Gateshead Housing Company & filed under About us - find a job.

Grade E

  • Location: Shearlegs Road
  • Service: Repair Reporting Team
  • Line Manager: Caroline Bowerman
  • Car user status: N/A

Job purpose

The Advice Assistant is an integral part of the Repair Reporting Team. The purpose of the role is to ensure that a high standard of customer service is met by providing quick and efficient responses to customer queries.

The key roles of this post will include:

  1. Ensuring conduct and behaviour demonstrates a commitment to the core company values and promoting cross service working to achieve excellent customer service and outcomes
  2. Being proactive in all aspects of health and safety management to comply with current legislation, promoting a culture of good health and safety practice within the working environment and ensuring personal responsibilities to yourself and others are discharged in line with company health and safety policies and procedures
  3. Demonstrating a positive, diverse and inclusive attitude to both internal and external customers and colleagues
  4. Actively participating in the evaluation, development and continuous improvement of the service; keeping up to date with policies and procedures and participating in meetings and training as necessary
  5. Working as part of a team; collaborating and sharing knowledge openly to enhance service delivery, ensuring both individual and team objectives are met
  6. Receiving and responding to first point of contact repair reports via telephone, email, service requests and any other source
  7. Arranging appointments and answer queries regarding progress of scheduled repairs and maintenance jobs
  8. Investigating and recording customer queries in order to provide a positive outcome, including the identification of themes and trends to inform continual improvement of the service area
  9. Receiving and recording step 1 complaints about the repairs service, liaising with the Complaints Officer where necessary
  10. Responding to enquiries, including letters and emails, in a proactive manner, resolving at first point of contact where possible
  11. Handling non-routine calls, including logging and monitor non-routine repairs for specialist contractors
  12. Assisting in the coaching/mentoring of Customer Service Advisors
  13. Gathering information to aid the process of insurance claims
  14. Carrying out IT/telecommunication systems testing when appropriate
  15. Providing support to supervisors as appropriate, including assisting in the development of in-house procedures
  16. Such other responsibilities which are appropriate to the grade of the post.

Criteria

Essential

Experience:

  • Working in a front line service environment
  • Dealing with enquiries in a professional, caring and helpful manner
  • Excellent organisation and time management skills
  • IT skills including office-based software

Qualifications:

  • Minimum of 5 GCSEs or equivalent at Grade C/4 or above (including Maths and English), or relevant demonstrable experience
  • Evidence of continual professional development and a willingness to undertake any additional corporate or trade training as required

Knowledge:

  • Ability to demonstrate a good understanding of equality and diversity, and the ability to evidence how this would be displayed within the workplace

Desirable

Experience:

  • Working in a customer service/service centre environment
  • Working within a social housing environment
  • Working as part of a diverse and inclusive workforce

Knowledge:

  • GDPR and data protection
  • Social housing practices

 

Competency definitions

Essential

Organisation – Organises own time effectively and creates own work schedules. Prioritises and prepares in advance. Sets realistic time-scales

Convincing – Presents key points of an argument persuasively. Negotiates and convinces others. Changes people’s views and influences their decisions

Customer Focus – Puts the customer first and is eager to please them. Works hard to meet customer needs and looks after their interests

Team Working – Fits in with the team. Develops effective and supportive relationships with colleagues. Is considerate towards them and creates a sense of team spirit

Problem Solving – Identifies potential difficulties and their causes. Generates workable solutions and makes rational judgements

Using Initiative – Takes responsibility for own actions

Communicating Orally – Speaks confidently and fluently. Talks at a suitable pace and level. Holds others’ attention when speaking

Fact Finding – Knows where to find relevant information. Checks facts and data. Retrieves and absorbs information quickly

Desirable

Communicating in Writing – Writes fluently, clearly and concisely. Adapts own written communication style to suit others

Specialist Knowledge – Has background knowledge and a thorough grasp of products and services. Has expertise in own area