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- 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
Contact Detail:
Glasgow West Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Services Assistant (x2)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Glasgow West Housing Association. Understand their mission and values, especially their focus on service excellence. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to customer service and complaint resolution. Think of examples from your past experiences that highlight your skills. We all know that confidence is key, so the more you practice, the more at ease you'll feel during the actual interview.
✨Tip Number 3
Show your passion for community service! Since this role is all about enhancing customer experience and supporting the community, be sure to express your enthusiasm for helping others. Share any relevant experiences where you've made a positive impact, whether in previous jobs or volunteer work.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you fresh in their minds. Plus, it shows that you’re proactive and professional!
We think you need these skills to ace Services Assistant (x2)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Services Assistant role. We want to see how you can contribute to our mission of service excellence!
Showcase Customer Service Skills: Since this role is all about front-line customer service, share specific examples of how you've successfully resolved complaints or assisted customers in the past. We love hearing about your real-life experiences!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Glasgow West Housing Association
✨Know the Organisation
Before your interview, take some time to research Glasgow West Housing Association Ltd. Understand their mission, values, and recent initiatives like the Front-Line Services Team. This will help you tailor your answers and show that you're genuinely interested in being part of their vision.
✨Showcase Your Customer Service Skills
Since the role focuses heavily on front-line customer service, prepare specific examples from your past experiences where you successfully resolved complaints or provided excellent service. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Familiarise Yourself with Housing Policies
Brush up on basic housing policies and procedures, especially those related to tenancy and allocations. Even if you don’t have direct experience, demonstrating knowledge about these areas can set you apart as a candidate who is proactive and ready to learn.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training opportunities, and how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the organisation is the right fit for you.