At a Glance
- Tasks: Deliver front-line customer service and support housing applications and repairs.
- Company: Join a not-for-profit organisation dedicated to shaping thriving communities.
- Benefits: Enjoy 25 days leave, flexible working, and professional development opportunities.
- Other info: Ongoing training and support provided for career progression.
- Why this job: Make a real difference in people's lives while growing your career in housing.
- Qualifications: Customer service experience and strong IT skills are essential.
The predicted salary is between 31792 - 35332 £ per year.
Glasgow West Housing Association Ltd is a voluntary, not for profit organisation and a registered charity. With history dating back to 1978, we have a vision of shaping thriving communities. With over 1500 rented properties: Homes are our purpose, service and sustainability is our priority. With one of our key priorities focusing on service excellence, we launched our new Front-Line Services Team in 2024, set up to enhance the customer service experience and support the delivery of our new response repairs service. We are looking for two motivated customer services minded individuals to join the team.
The Services Assistants are responsible for the delivery of front-line customer service, liaising with external stakeholders in relation to work orders, supporting completion of housing applications, arranging, and attending home visits and initial front line complaint resolution. The ideal candidates will have a minimum of 3 x SCQF Level 5 or equivalent (including English), customer service experience, including front line resolution of complaints and strong IT skills with experience of reporting. Experience in a similar role would be advantageous as would completion of CIH (Chartered Institute of Housing) Level 3 but this is not essential. We are keen to hear from you if you think you might be a match for our role, even if you do not have all the skills and/or experience we are looking for. For the right person, we can offer formal training, ongoing support and continuous professional development to help progress your career in housing!
Key Tasks- Front-line customer service role and contact for enquiries in relation to housing management, tenancy, allocations and repairs services including Right to Repair and Insurance claims.
- Liaise with external stakeholders as required to ensure effective service delivery.
- Routinely pursuing outstanding work orders to completion including associated administration and invoice approval within delegated authority levels.
- Providing a courteous and efficient service to residents and the community.
- Working with team members to ensure duty officer cover.
- Arranging and carrying out viewings and house visits as required.
- Assisting tenants and service users in the completion of housing application forms, and liaise with housing applicants in relation to the assessment of housing needs in accordance with GWHA Housing Allocations Policy.
- Supporting the tenancy services team in the administration of policies and procedures, and in the delivery of team plans, objectives and performance indicators.
In return, we offer generous EVH Terms and Conditions which include 25 days annual leave and 15 public holidays, as well as a range of current additional GWHA benefits including:
- 25 days annual leave and 15 public holidays, with additional leave purchase option.
- Flexible working practices including flexi time, home working, enhanced occupational maternity, paternity and shared parental leave.
- Defined contribution pension scheme.
- Ongoing professional development & training opportunities.
- Cycle to work scheme.
- Travel to work loan scheme & discounted bus travel.
- Annual service commitment award, long service award, additional festive leave, and access to Housing Perks voucher scheme.
- Death in Service Benefit.
All posts subject to satisfactory Disclosure Check.
Services Assistant (x2) employer: Glasgow West Housing Association
Glasgow West Housing Association Ltd is an exceptional employer dedicated to shaping thriving communities through service excellence and sustainability. With a strong commitment to employee growth, we offer comprehensive training, flexible working practices, and generous benefits including 25 days annual leave, a defined contribution pension scheme, and various awards for long service. Join our passionate team in Glasgow and make a meaningful impact while advancing your career in housing.
Contact Details:
Glasgow West Housing Association Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Services Assistant (x2)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Glasgow West Housing Association. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Glasgow West Housing Association before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Services Assistant (x2)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Glasgow West Housing Association:Your cover letter is your chance to shine! Tell us why you want to work at Glasgow West Housing Association specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Glasgow West Housing Association!
How to prepare for a job interview at Glasgow West Housing Association
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
