Housing Resolution Officer (Scale 6)

Job Description

Job Title : Housing Resolution Officer (Scale 6)
Job Category : Housing
Location : Edmonton Centre, Enfield Council
Hours Per Week : 35.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:00
Salary: £15.17

“Customer Services Advisors answering queries on the phone related to Council wide enquiries. We are an inbound Customer Service call centre dealing with all types of enquiries from members of the public.
It is a very fast paced office, so we expect our staff to promote a positive attitude. Experience dealing working in a call centre. The ability to work to performance and quality standards always delivering excellent customer service.
Candidates will have strong customer service skills and experience in working with Housing Repairs. Knowledge of Northgate Housing system is preferred but not essential. Candidate will have used a housing system.
Flexible working from home and office on a rota basis. Candidates will attend a 2 week training course both classroom and shadowing in the office and home.
For this post we are looking for 1 candidate to work full time 9-5 Monday to Friday. 3 days a week working from home and 2 days in the office after trained.
Job Specifics – Skills, Experience, Knowledge & Abilities
Essential:

1. As a regular and intrinsic part of this role requires you to speak to members of the public in English, the ability to converse at ease with customers and provide advice in accurate spoken English is essential and consistent with the requirements of this role. This role also requires you to be polite and courteous when conversing with the public.
2. Ability to facilitate shadowing and coaching of new or less experienced staff on a 1-2-1 basis and provide feedback to management about progress.
3. Capability to step up as Subject Matter Expert and provide technical advice to the head of service for this area and accompany them to meetings if required
4. Experience of accurately diagnosing and raising repairs. Use problem solving skills to resolve complex enquires.
5. Ability to triage and manage calls and other contacts by taking responsibility for effective resolutions or escalation where appropriate.
6. Inherent ability to act with integrity by taking ownership of and presenting issues with clarity and accuracy; whilst at the same time managing customer expectations factually and reasonably.
7. Ability to pay attention to detail by listening carefully and capturing communications accurately with a view to responding to every aspect of issues raised.
8. Ability to escalate emergency and major issues
9. The ability to identify system improvements and process improvement opportunities and to write new procedures
10. Encourage and motivate others in the team to deliver exceptional customer service and to put the needs of the service and it’s customer’s first – at all times

Desirable:
Previous experience of working in a multi-functional customer facing and contact centre environment within a social housing setting