Customer Services Assistant

Overall Job Purpose

Assist with the provision of a high-quality customer service to Barcud’s tenants that

enables Barcud to meet its business objectives and the needs of its external customers.

Key Responsibilities –

Customer Service

• Provide a high-quality, customer focused service to tenants.

• Be the first point of contact for tenant and stakeholder enquires, answering enquiries and directing tenants to other colleagues as and when appropriate.

• Ensure that repairs are ordered and processed in a timely manner, reporting back where there is a consistent issue with the delivery of repairs.

• Operate both the reception and telephone services for tenants and other stakeholders, greeting any tenants and visitors in a friendly, professional and welcoming manner.

• Work collaboratively across the organisation to ensure tenants enquiries are successfully and swiftly answered.

• Refer tenants to external stakeholders, including Local Authorities, when appropriate.

• Input data and records relating to customer service and repairs in Barcud’s databases.

• Be responsible for receiving rent over the phone and in person as well as the administration for various methods of income including direct debits, payments cards and payment arrangements.

• Record any informal complaints and compliments, distributing these to relevant teams / functions at Barcud.

• Sort and distribute incoming mail.

• Respond to the ‘web chat’ function on the website as appropriate and respond to any enquiries lodged when web chat is unavailable.

• Provide administrative back up as needed.

• Assist with any tenant profiling exercises.

• Assist with any other customer service matters.

• Deputise for the Senior Customer Services Officer when required.

People

• Promote a high-performance culture that drives continuous improvement and efficiencies.

• Communicating the priorities, plans, vision and objectives of the Association to ensure effective delivery to the agreed service standards and targets.