Metropolitan Thames Valley
Customer Housing Advisor
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Location: Beeston, NG9 1LA
Salary Banding: £29,025 - £30,553
Contract Type: 12 Month Fixed Term Contract - Full time - 37.5hrs per week
Interviews for this role are expected to take place between 1st - 11th September.
We're looking for a customer-focused specialist to provide expert support to customers across a range of housing and tenancy matters.
Working closely with local housing teams, you'll manage inbound and outbound customer contact, resolve queries at first point of contact, support customers to sustain their tenancy, and identify risks such as safeguarding concerns and anti-social behaviour (ASB).
Key Responsibilities
- Handle customer enquiries across multiple channels.
- Resolve housing and tenancy queries, including Stage 1 complaints.
- Identify customer risks and refer for additional support where needed.
- Support customers to use online self-service options.
- Work with local housing teams to help achieve key performance targets.
- Maintain accurate records and case notes.
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About You
You'll have:
- Strong communication, listening and problem-solving skills.
- Experience working in a target-driven environment.
- Knowledge of housing management, tenancy policies and ASB legislation.
- The ability to make sound decisions and manage a varied workload.
- Good IT skills, including Microsoft Office.
- A commitment to delivering excellent customer service.
- Demonstrable customer service experience, preferably in a similar role or industry.
Working Hours
Hours are typically between Monday-Friday, 8am-6pm on a shift basis.
Metropolitan Thames Valley provides affordable housing for people living in London, the South East, East Midlands and East of England.
We also offer a range of care and support services. Our specialist areas include older people, mental health and transitional services which provide intensive support to marginalised or vulnerable people.
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We deliver training programmes, events and activities for our residents, designed to boost employment opportunities and foster stronger communities.
A member of the National Housing Federation the G15 – which represents London’s largest housing associations – we influence policy for the benefits of our residents and the wider sector.
In October 2018 like minded housing associations Metropolitan and Thames Valley Housing formally completed a partnership to form Metropolitan Thames Valley. We came together because we want to improve the services we provide and do more in our communities. We’ll do this by listening to our customers and working alongside them.
Phone: 0203 535 3661
Email: careers@mtvh.co.uk
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