ROLE PROFILE. Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living.

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1 ROLE PROFILE Job Title: Customer Services Advisor Responsible to: Team responsible for: Customer Services Manager No line management responsibility Purpose: Working as part of a team delivering a first class customer service to all our customers making contact with Derwent Living. Key Achievement Areas 1. To ensure the highest level of customer service is maintained at all times and act as a role model for excellent service delivery. 2. To maximise job knowledge to support the service centre ethos of One Call is Enough. 3. Ensure that accurate and full advice is given to all customers who contact the Derwent Living 4. Respond promptly and within target timescales to queries sent to Derwent Living by the customer, focusing on the quality of that response. Where appropriate, ensuring that where enquiries need to be directed to another member of staff, this is done efficiently and appropriately. 5. to log customer repair requests in a timely and accurate manor 6. Receive, log and attempt to resolve complaints received by Derwent Living, from customers with a view to the continuous improvement of our services. 7. Ensure that all contacts made by our customers are recorded on our contact management system and that the contacts are recorded acutely. 8. Ensuring that the filing system and all records are kept fully up-todate

2 9. To send out correspondence, application forms and information relating to our housing stock and input applications for accommodation, carrying out the relevant checks. 10. Maintaining and updating Derwent Living s Waiting list, and carrying out reviews of waiting list applicants. 11. Proactive in marketing our properties across all tenures to support the business in achieving its targets for property sales as well as for letting accommodation 12. Ensuring good communication between the main reception desk and individual departments and being aware of the availability of staff. 13. Do telephone satisfaction surveys with Derwent Living s customers to ensure that our services are continually improving. 14. Liaising with staff within Derwent Living to ensure that all information displayed and given out to callers is up-to-date and that information is effective and available 15. Maintaining adequate cover within the customer service centre at all times 16. Embed customer involvement by involving and consulting customers to find ways to shape improve and deliver services to meet their needs. No role profile can be entirely comprehensive and the colleague will be expected to be flexible and carry out other duties as required from time to time. This is on the understanding the duties will be within the individual s capability and are consistent with the level and responsibilities of the role.

3 PERSON SPECIFICATION Job Specific In addition to you living our values, we are looking for the below job specific criteria. Area Skills and Abilities Experience / Job related knowledge Criteria IT Skills - Microsoft Outlook IT Skills - Microsoft Office Able to work as part of a team and on own initiative Ability to perform multiple tasks Ability to deal with many different departments and appreciate their different needs To be able to perform under pressure To prioritise workload on a daily basis To be able to listen and interpret customers requirements To be able to deliver customer service to the level set out by the customer excellence standard Experience of working in a busy contact centre Desirable would be experience of working within the social housing sector Experience of using a CRM system and being able to update the system whilst being on the phone Experience of doing some administration work Desirable would be experience of dealing with and diagnosing repairs Experience of dealing with customers on a daily basis Desirable would be experience of giving housing advise Knowledge on how to promote rental and shared ownership properties The knowledge and experience to deal with difficult customers of a diverse nature

4 Essential Qualifications Additional Requirements for the Role Math s and English grade C or above Flexibility required - may be required to cover sickness and holidays within the team

5 PERSON SPECIFICATION The Derwent Living Way Everyone at Derwent Living plays an essential role in contributing to the success of the business. The Derwent Living Way, a collection of 8 behaviours, is designed to help candidates and colleagues understand what is expected. You will need to tell us not just what you can do but the way that you do it demonstrates these behaviours. Behaviours Definition Behaviour Customer Reaction Accountable We say it, we do it We are clear about our responsibilities and take ownership of I have confidence that you will deliver delivering them. Approachable We will respect everyone I will listen with an open mind, without I will ask for help because I get an prejudice, to any issues raised by honest response anyone Customer Focussed Honest Knowledgeable We will understand customers needs and keep them at the heart of our business We will communicate in an open and truthful manner We know our business and our customers I will seek feedback from my customers to improve and change services I will be transparent and realistic in my approach I put my experiences into practice and know when to use others skills to provide the best services Positive Can do, will do, want to do I will make my customers feel valued Professional Team Workers We are responsible, show integrity, respect and see beyond ourselves We work best when we work together I am non-judgemental and treat everybody according to their needs. I can receive constructive criticism and find a way to improve Stepping in to support each other I feel that you have listened to me, respected me and treated me like an individual I trust and believe that you will do what you say you will You know what you are doing and understand what I need I ve had a positive experience and feel valued They are reliable and I always receive a consistently good service I receive continuity of service 5

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