Customer Service Assistant – strictly no agencies in Leeds

Customer Service Assistant – strictly no agencies

Salary: ££23,819 - £26,522 per annum Location: Leeds Hours: 35

Working Location: Our office is at 113-117 Chapeltown Road, LEEDS, LS7 3HY. You will be based at the Leeds Media Centre, 21 Savile Mount, LEEDS, LS7 3HZ. Salary: £23,819 – £26,522 per annum Hours of Work 35 hours per week, to be worked Monday to Friday

Benefits

• 27 days leave plus bank holidays
• Occupational Pension Scheme
• flexible working
• family friendly policies

Objectives of the post

• To support the Housing Operations Directorate and Enterprise Team to deliver an efficient and effective service.
• To be a strong communicator and accurately record information.
• Be the first point of contact for tenants on all housing matters and tenants of Leeds Media Centre.
• Undertake all actions to provide a high level of customer satisfaction and take ownership of enquiries.

Key tasks

• Greet all visitors courteously and with respect.
• Ensure that all enquiries in person, over the phone and via email are dealt with appropriately and in a professional timely manner.
• Ensure that the reception area is kept clean, tidy and displays are up to date with the correct information and the GDPR process is adhered to.
• Be the first point of contact for the organisation’s customers, assisting with a range of enquiries and liaising with other staff members as required and signposting customer queries appropriately where necessary.
• Focus on creating a first-time resolution for the customer ensuring queries are dealt with where possible at first point of contact, taking ownership to resolve queries effectively.
• Take and process rent payments and provide initial advice on rent accounts and arrears to customers.
• Undertake effective administration of the repairs process to include call – handling, email responses, diagnosing faults, raising jobs, allocating and issuing jobs, managing work in progress, updating, and completing works on the system in a timely and effective manner.
• Apply sound judgement to resolve all customer queries. Doing so in a timely manner as well as managing such queries sensitively and effectively through satisfactory resolution.
• Demonstrating empathy, professionalism and the ability to manage conflict, achieving a balance between requirements of customers and internal stakeholders
• Liaise with contractors to assist with appointments and queries about repairs.
• Maintain a high standard of health and safety in accordance with current policy and legal requirements.
• Assist the housing, maintenance and letting teams with any administration duties that may be required.
• To follow current reporting procedures in relation to anti-social behavior. Liaise with the relevant Housing Officer, tenants, and relevant external agencies.
• To provide a reception service at the LMC building including greeting visitors and clients, sign-posting visitors to the correct offices, to deal with the incoming and outgoing post/ deliveries.
• Assist the Enterprise Manager to manage the Leeds Media Centre, in terms of customer service and maintenance.
• Provide all necessary and appropriate administration support, including post and room bookings
• Be positively involved in self-development and participate in training courses.
• Be flexible in approaching duties and responsibilities as service needs arise.
• Any other appropriate duties required by the role.

Corporate tasks

• Support Unity’s vision and corporate objectives
• Contribute to continuously improving levels of customer satisfaction
• Deliver services that are inclusive and meet the needs of all our tenants

If you are selected for an interview, you will be asked to provide photo identification and proof of eligibility to work in the UK.