Melin Homes Limited

Customer Contact Team Assistant

Responsible to: Customer Contact Team Leader

Purpose:

The Customer Contact Team Assistant will provide a courteous and efficient service to customers on a range of front line customer services issues.

The post holder will require a flexible approach to the post, working as part of a busy and committed team. The team will be jointly responsible for delivering a professional front line services to residents and other administrative support to colleagues within the Customer Service Department and anyone visiting or making an enquiry of the Association.

Main responsibilities:

1. To deal with all telephone enquiries from residents, applicants for housing, contractors and any other callers.

2. To responsibility for the resolution of any enquiry by dealing with the matter where possible or referring to the appropriate member of staff.

3. Provide advice on a range of issues including housing advice, maintenance and anti-social behaviour.

4. To provide of feedback to residents and stakeholders on the progress of their enquiry and recording any contacts and actions and dealing with complaints relating to outstanding service issues.

5. To provide comprehensive administrative support enabling the effective delivery of services to residents.

6. Ensuring detailed information is obtained from residents making asset management or housing requests, accurately recording them and where necessary raising works orders or dealing with issues as appropriate.

7. To provide appropriate support to the housing and Asset Management over the whole range of their activities.

8. In addition Customer Service Assistants will have individual responsibilities for tasks allocated to them by the Customer Service Team-leader and will work on their own initiative to complete such tasks.

9. To provide front desk Reception service and deliver associated tasks. 10. To ensure that residents and prospective residents receive the maximum possible information about the services provided by the Association.

11. Any other relevant duties commensurate with the post as determined by the Director of Customer Services.

Agreed by Chief Executive Date reviewed

Agreed by Director Date reviewed

Agreed by Post Holder Date reviewed