Key Responsibilities:

Resident Experience

• Provide a first-class resident experience, responding to a variety of inbound and outbound enquiries through all applicable channels, seeking to resolve at the first point of contact wherever possible.
• Act as an advocate for residents, taking ownership and remaining accountable for queries until they are resolved, and ensuring residents are kept informed of progress.
• Where a query or service request cannot be resolved by the HAC, ensure a timely and accurate handoff to the appropriate person/department.

Service Delivery

• Resolve rent or service charge queries at the first point of contact wherever possible, providing advice and information to residents.
• Take payments and make agreements with residents to repay debt where applicable; and in line with parameters set by the Resident Accounts Team.
• Provide information to prospective residents about current Clúid vacancies and how to apply for a Clúid home, including where applicable advice regarding transfers and mutual exchanges.
• Provide advice and assistance on a range of estate management issues including anti-social behaviour, resolving within the HAC wherever possible and recording case in the HMS and assigning to the relevant Resident Housing Officer where not.
• Triage repair requests with residents, raising orders and scheduling suitable appointments wherever possible.
• Ensure accurate record keeping within the HMS and any other IT systems at all times.

Complaints and Resident Voice

• Actively seek out and recognise the Resident Voice as an authority on our services.
• Work with customers, management and the Complaints Manager to effectively resolve complaints relating to all service areas in line with Clúid’s complaints policy.
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.

Business Support

• Manage the registration and termination of tenancies through the RTB Portal, escalating issues as required to the RTB Administrator.
• Undertaken any other duties as required that are consistent with your role.

Collaborative Working

• Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.
• Contribute to local and national improvement initiatives and contribute to the formulation and review of HAC policies, procedures, and processes.

Person Specification:

• Excellent verbal and written communication skills
• Ability to demonstrate good listening skills
• Excellent organisational and time management skills
• Ability to multitask while maintaining accuracy and attention to detail
• Self-driven and motivated, with the ability to take ownership of work
• Influencing and negotiation skills

#LI-Hybrid

Experience/Qualifications:

• Good knowledge of Microsoft Office, including Outlook, Word, Excel, and PowerPoint
• Ability to identify and report trending issues
• Two years’ previous experience working in customer service
• Experience exceeding customer expectations and attaining service level agreements consistently
• Previous experience working in a contact centre
• Knowledge or experience of housing, repairs, or related resident services
• Experience handling complaints or challenging customer interactions
• Experience using CRM systems
• Experience of change management, innovation, or continuous improvement activity
• Experience of data management, reporting, or analytics