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Care & Repair Customer Services Officer

Category/Department: Vivark

Ref number: 1505

Rate of pay: £17537- £22,523

Hours per week: 40

Closing date: 25/01/2019

Additional information: Recruiting for 1 x perm post

  • Provision of all administrative tasks to support the service delivery of the team, including production of statistics, correspondence and maintenance of filing systems and management of diaries.

     

  • Provision of Retail/Wheelchair/Lending library Service, including assisting/advising       clients to find equipment to meet their needs, Sourcing/Ordering best value equipment, agreed timescales for lending out of equipment/wheelchairs to ensure timely return

 

  • Monitor and maintain stock levels including management, sourcing, ordering and ensuring best value equipment.

 

  • Cash Handling including receiving cash for Retail/Wheelchair/Lending library Service/handyman service, maintaining green sheet for banking and finance and balancing monies to be processed for banking

 

  • Support and contribute to service reviews and audits. Maintaining and monitoring feedback/standards to inform continuous improvement of services, set against identified customer needs/vulnerabilities and cost effectiveness.

     

  • Liaising with stakeholders to identify and deliver organisational targets/objectives and identifying areas of underperformance for improvement.

     

 

  • Effective communication with customers via the telephone, email and/or over the counter.

     

  • To arrange/attend meetings, courses, seminars and conferences as required in connection with the objectives of the group.

     

  • To be responsible for the provision of information which support the client-side performance indicators.

     

  • Provide timely data which enables the Manager to identify trends which are outside the permissible variation allowances.

     

  • Assist in the identification and implementation of procedures that will allow the service userto meet expectations in respect of unit costs, timescale and quality.

 

  • Work in collaboration with the Contact Centre to review current diagnostic protocols and ensure works are being prioritised and logged correctly.

     

  • Provide statistical information which will allow the Manager to carry out a monthly review of all performance indicators and services in relation to cost, time and quality.

 

  • Support the necessary performance management framework that will produce measurable output that exceeds customer expectations and delivers a high level of satisfaction.

 

  • Input the teams annual leave into C21

 

  • To plan, schedule and organise job / repair works in order to facilitate client contract targets and conditions, including scheduling appointments and minimising downtime of employees. Plan works so that they are carried out within the agreed cost times, within agreed time scales to specific standards.

 

  • To assist in het collation of works orders, instructions and invoices to subcontractors and ensure correct payment in accordance with contract arrangements

 

  • To work as part of a team to manage all the resources provided for repair and maintenance in order to ensure an effective and efficient service.

 

  • To assist the team in assessing workload through forecasting and performance measurement for the teams to determine priorities and operational requirements in order to meet defined objectives

     

  • Ensure that our Customers are at the heart of everything we do.

  • To read, understand and demonstrate a commitment to the Group’s Employee Charter.

  • Adapt a proactive approach to identify and mitigate risks to your business area by informing your line manager and contribute to updating the risk register.

     

  • Expected to ensure compliance with all legal obligations concerning the protection of data concerning employees, customers and third parties.

     

  • To take responsibility for your own health and safety and that of your colleagues in accordance with the Health and Safety at Work Act (1974), whilst following the Group’s Health and Safety policies and procedures at all times.

     

  • Some flexibility over working hours is necessary to meet the requirements of the job.

  • All records and certification is up to date.

     

  • Attend to all enquiries and correspondence within organisational targets.

     

  • Customer satisfaction meets organisational targets.

     

  • Customer feedback contributes towards service improvement.

     

 

Essential

Desirable

Method of Assessment (see list below)

Education and Qualifications

Btec general/NVQ Level 2 or equivalent

 

Evidence of continuing development

     

X

 

X

AF;I

 

AF;I

Experience

Experience of delivering repairs-related services in a housing organisation

X

 

AF;I

Experience working within a customer services environment

X

 

AF;I

Experience of reporting to/working with teams

X

 

AF;I

Providing services to vulnerable clients

X

 

AF;I

Experience of working with customers for the setting of policies and procedures

X

 

AF;I

Experience of performance based management in a customer focused service organisation

X

 

AF;I

Successful use of trend analysis techniques

X

 

AF;I

Experience of dealing with enquiries in a dynamic environment and resolving telephone enquiries

X

 

AF; I

Skills, knowledge and ability

An understanding of repairs related issues within a social housing context.

X

 

AF; I

Knowledge of customer service and relevant legislative knowledge

X

 

AF; I

Experience of using computer packages & interrogating IT systems

X

 

AF; I

Understanding of customer contact service issues

X

 

AF; I

Understanding of general housing issues and their possible impact on customer services

 

X

 

AF; I

Ability to organise and prioritise work

X

 

AF; I

Communication skills, both written and verbal for internal and external relationship management

X

 

AF; I

Numeric skills which enable the post holder to fulfil in analysing data

X

 

AF; I

Ability to think about processes and recommend proposals for improvement

X

 

AF; I

Ability to input, extract and present data via computer software packages

X

 

AF; I

An understanding of Health and Safety

X

 

AF; I

Other

Flexible approach to hours worked

 

X

 

 

AF;I