<p>Melin Homes Limited</p><p>Customer Contact Team Assistant </p><p>Responsible to: Customer Contact Team Leader</p><p>Purpose: </p><p>The Customer Contact Team Assistant will provide a courteous and efficient service to customers on a range of front line customer services issues.</p><p>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.</p><p>Main responsibilities:</p><p>1. To deal with all telephone enquiries from residents, applicants for housing, contractors and any other callers. </p><p>2. To responsibility for the resolution of any enquiry by dealing with the matter where possible or referring to the appropriate member of staff.</p><p>3. Provide advice on a range of issues including housing advice, maintenance and anti-social behaviour.</p><p>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.</p><p>5. To provide comprehensive administrative support enabling the effective delivery of services to residents.</p><p>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. </p><p>7. To provide appropriate support to the housing and Asset Management over the whole range of their activities. </p><p>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.</p><p>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.</p><p>11. Any other relevant duties commensurate with the post as determined by the Director of Customer Services.</p><p>Agreed by Chief Executive Date reviewed</p><p>Agreed by Director Date reviewed</p><p>Agreed by Post Holder Date reviewed</p>