At a Glance
- Tasks: Deliver top-notch customer service and assist tenants with their enquiries.
- Company: Join Barcud, a community-focused organisation making a difference.
- Benefits: Competitive salary, full-time hours, and a supportive work environment.
- Other info: Opportunity for professional growth in a dynamic team.
- Why this job: Be the friendly face of customer service and help improve lives.
- Qualifications: GCSEs including English; customer service experience is a plus.
The predicted salary is between 26531 - 27062 £ per year.
Salary (pro rata): £26,531- £27,062
Hours and Contract Type: 37 Hours, Full Time, Fixed Term for 12 months in the first instance
Responsible to: Senior Customer Services Officer
Department: Customer Services and Partnerships
Location: Aberystwyth or Newtown
Overall Job Purpose
Assist with the provision of a high-quality customer service to Barcud’s tenants that enables Barcud to meet its business objectives and the needs of its external customers.
Key Responsibilities
- Provide a high-quality, customer focused service to tenants.
- Be the first point of contact for tenant and stakeholder enquiries, answering enquiries and directing tenants to other colleagues as appropriate.
- Ensure that repairs are ordered and processed in a timely manner, reporting back where there is a consistent issue with the delivery of repairs.
- Operate both the reception and telephone services for tenants and other stakeholders, greeting any tenants and visitors in a friendly, professional and welcoming manner.
- Work collaboratively across the organisation to ensure tenants' enquiries are successfully and swiftly answered.
- Refer tenants to external stakeholders, including Local Authorities, when appropriate.
- Input data and records relating to customer service and repairs in Barcud’s databases.
- Be responsible for receiving rent over the phone and in person as well as the administration for various methods of income including direct debits, payment cards and payment arrangements.
- Record any informal complaints and compliments, distributing these to relevant teams/functions at Barcud.
- Sort and distribute incoming mail.
- Respond to the ‘web chat’ function on the website as appropriate and respond to any enquiries lodged when web chat is unavailable.
- Provide administrative back up as needed.
- Assist with any tenant profiling exercises.
- Assist with any other customer service matters.
- Deputise for the Senior Customer Services Officer when required.
People
Promote a high-performance culture that drives continuous improvement and efficiencies. Communicate the priorities, plans, vision and objectives of the Association to ensure effective delivery to the agreed service standards and targets.
Corporate
Promote, develop and manage effective partnerships with internal and external stakeholders to achieve continuous improvement in the provision of services. Promote Health and Wellbeing initiatives throughout the organisation. Provide excellent customer service to all internal and external customers. Work within the Association’s equality, diversity and inclusion policies at all times and in all aspects of service delivery and employment. Ensure that the Association and its employees comply with all legal, statutory and regulatory requirements along with best practice. In all aspects of the Association’s work, promote effective communications, excellence in customer service, and a focus on continuous improvement. Carry out such other duties and responsibilities as may reasonably be requested.
This job description is not intended to be an exhaustive list and in view of changing demands, legislation, and regulations, the duties may be reviewed and revised as deemed reasonable and appropriate.
Personal Specification
This person specification details the experience and skills for the position of Customer Services Assistant at Barcud. All skills and experience are essential except where explicitly indicated to be desirable (D).
Qualifications
- Educated to GCSE level, including English Language.
- Evidence of proactive professional development. (D)
Experience
- Experience in a customer-facing role.
- Providing Customer Services on the telephone and in person.
- Taking payments over the phone.
- Maintaining records on customer-facing services.
- Public sector, Housing Association, third sector or other relevant. (D)
Skills / Knowledge
- Knowledge of databases and ability to keep systems and records up to date.
- Friendly, professional and welcoming manner.
- Welsh and English speaker.
- A strong commitment to a people-focused culture.
- Ability to promote equality and diversity in all aspects of employment and service delivery.
- Sound numerical, reasoning and written communication skills.
- Ability to manage, develop and implement processes, procedures and systems relating to tenancy management, sustainment and income.
- Ability to use mail merge for large mail runs.
- Able to set appropriate and challenging performance targets for self.
Customer Services Assistant in Newtown employer: Orange Recruitment
At Orange Recruitment, we pride ourselves on being an excellent employer, offering a supportive work culture that values teamwork and high-quality service. Our Aberystwyth location provides a vibrant community atmosphere, with opportunities for professional growth and development in the housing and estate maintenance sector. Join us to make a meaningful impact while enjoying competitive benefits and a commitment to employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Assistant in Newtown
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orange Recruitment. 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 Orange Recruitment 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 Customer Services Assistant in Newtown
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 Orange Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Orange Recruitment 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 Orange Recruitment!
How to prepare for a job interview at Orange Recruitment
✨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.
