Customer Experience Advisor - Digital lettings and Communities

Location: Ongo House

Contract Type: Permanent

Closing Date: 15 August 2022

Salary: 21569

Specific Hours: 37

Customer Experience Advisor - Digital lettings and Communities

Overall Purpose of Job

To provide professional and efficient contact handling services across all of Ongo’s services.  This will include digital and social media platforms, telephone services and face to face customer centre service to all customers.  You will have a focus on resolving the majority of enquiries right first time with an emphasis on supporting customers to self-serve where possible.

 

Main Responsibilities

 

  1. Deliver an excellent contact handling service for our customers taking into account relevant Policy and procedures, nature of queries and using effective first contact resolutions to complete a service request.                                                                                                                                                                                                                                                                     
  2. To deliver customer services across all digital channels such as Facebook, Email, Webchat and MyHome (Tenant Portal)
  3. To work with triage officers and sometimes wider teams as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate.
  4. To be able to diagnose and question customers on their required repair, coach customers to self-resolve where appropriate or book a relevant repair appointment for the customer ensuring accurate detail of the repair is recorded.
  5. To take and process payments from customers towards rent and other charges in line with Ongo policies and procedures.
  6. To act on reports of health and safety incidents and issues ensuring they are escalated in a correct and timely manner according to our procedures.
  7. To be responsible for escalating all adult and children safeguarding matters in accordance with our policy and procedures.
  8. To maintain and update the Customer Relations Management System (CRM) data and other relevant ICT systems and databases.
  9. To provide essential support & cover to the Customer Service Assistants to ensure Ongo Reception services are maintained
  10. May be required to work in different locations to ensure delivery of service across the county.
  11. Undertake regular training & personal development
  12. To undertake any other duties and administrative tasks, consistent with the above, that may be required from time to time under the instruction of the Customer Service Team Managers.
  13. To ensure that all aspects of the work are delivered in a customer focused manner.
  14. To work consistently in line with the Company’s values and objectives.
  15. To uphold the Company’s Equal Opportunities and Diversity Policy and Health and Safety Policy in all aspects of the work.
  16. To observe and comply with all the Company’s policies and procedures.
  17. To work flexibly to ensure that a reliable and first rate service is available to customers during our operating hours.

 

  Creativity & Innovation

  • To consider day to day working procedures and to make recommendations for service improvement & efficiency gains where appropriate

 

  • To adapt customer requirements and demands that at times can be challenging looking to resolve these through coaching approaches and also right first time

 

  • Taking the lead for escalating emergency situations and finding to ensure the right action is taken at the right time

 

  • Using creative thinking to try and resolve customer requests to provide an excellent service and reduce handoffs to  for the Triage officers and wider specialist services

 

  • Leading the way for the STAR commitment as an example for the whole of ONGO.

 

 

 

 

 

Contacts & Relationships

  • Continuous contact with customers, receiving, assessing and resolving enquiries and service requests.
  • Contact with staff at all levels of the company in the course of resolving enquiries, service requests, and progressing complaints.
  • To engender strong links with other departments and peers to develop and promote good delivery of customer services.
  • To be skilled in all channels of communication, telephone, digital and face to face.
  • Contact with staff in partnerships groups and other external agencies to provide relevant information and services. E.g. Job Centre Plus, Police, North Lincolnshire council services.
  • Being part of large team, building and maintaining positive relationships within the team and also within wider Ongo teams.
  • Working together with colleagues to assist the team achieving set objectives in an equal and fair manner.
  • To embed STAR ethos in all relationships both internally and externally

 

 

Decision Making - Discretion

  • Makes appropriate choices and decisions when assisting customers with their enquiries taking into account customer expectations and resource limitations.
  • Decides when and where to refer enquiries, and when to retain or relinquish control of the enquiry.
  • Ability to make timely and effective decisions with conflicting priorities and changing demands.
  • Assesses when the delivery of a positive outcome for customers is threatened by inappropriate procedures and policies, and escalates to prevent that happening.
  • Decision making of where and who a high level request is passed across to other departments or triage officers once they have exhausted all other options in line with the policy and procedure. For example reports of Fire in high risk buildings or health and safety related reports that have the ability to cause significant harm.
  • Makes appropriate decisions when to book meetings/visits with other departments between the customer and the Ongo/contractors. (e.g.) booking appointments for repairs area managers to visit potential risks.
  • Managing the digital platforms and understanding when a risk has the potential to cause harm to Ongo’s reputation and deciding the appropriate course of action to be taken thereafter.
  • Managing risk to other departments and staff (e.g.) Covid symptom checking, Visits in pairs

 

 

Decision Making - Consequences

  • Consequence of breaching the Data Protection Act, fines.
  • Poor Customer Service leading to complaints.
  • Customers given incorrect information causing hardship or worry.
  • Potential to cause disrepair claims through not reporting repairs correctly and flagging repeat issues
  • Reputation of the company either positively or negatively. For example ensuring appropriate public comments on digital platforms and delivering appropriate customer
  • Harm coming to colleagues within Ongo and Partnership groups
  • Harm for customers of not appropriately reporting and escalating health and safety incidents.
  • Cause of increased workloads for the wider teams which in turn will increase costs for Ongo and our tenants.

 

Responsibility for Resources

  • Laptop, headphones, cables.

 

Work Demands

  • Ability to work flexibly and occasionally outside normal working hours,
  • Able to meet organisational demand from our customers under sometimes a pressured environment. An example of this would be managing the customer queues on the telephone and being flexible and multi skilled to meet the team objectives Ability to balance the handling of several enquiries simultaneously, whilst making progress towards resolution in all of them.
  • Dealing with sometimes aggressive and abusive customers and being resilient in dealing with these matters.

 

Physical Demands

  • Post will be predominately office and home based requiring you to work within the Customer Centre and working with customers face to face and via virtual methods.
  • Flexibility to cover colleague absence and could be asked to attend the Office at short notice.

 

Working Conditions

  • Post holder will be predominantly office and home based and could include working across any of Ongo’s Customer facing locations.

 

Work Context

  • Will occasionally have to deal with potentially difficult customers in challenging situations. This may include dealing with abuse and aggression face to face, over the telephone and digital platforms. A comprehensive risk management approach is in place to address the health and safety risks/exposures noted

 

 

Knowledge, Skill & Experience Required

  • Experience of working in a busy customer service environment.
  • Experience of delivering quality customer service to a broad cross section of the general public, external agencies and internal departments
  • Ability to deal effectively and sensitively with members of the public by telephone, digitally and face to face.
  • Preferably some knowledge of housing related issues including maintaining a home and property repairs knowledge
  • Excellent communication skills (particularly oral, but also written)
  • Excellent mathematical skills as you will need to advice customers on their current rent account status and calculate payable rent.
  • Excellent skills in writing and grammar to enable communication across social media platforms
  • Skills and experience in resolving potential customer complaints at first point of contact
  • Awareness and understanding of social media and the use of certain platforms.
  • Ability to use up to date office based ICT systems (i.e. Microsoft Word, Outlook etc.) and to demonstrate computer literacy.
  • Ability to use, update and manipulate database applications and to demonstrate computer literacy and also self-resolve basic IT issues that may arise
  • Ability to update, maintain, search and navigate systems and records with a high level of accuracy, detail and resolution.
  • Have understanding of Data Protection Law and what is appropriate in regards to data privacy and processing.
  • Good organisational skills and ability to work to deadlines as necessary.
  • Ability to represent ONGO in a ‘positive’ and effective manner at all times.
  • Ability to provide typing and administrative support as necessary.
  • Operates with a customer focused approach to work at all times.
  • Commitment to achieving positive outcomes and objectives.
  • Flexible and cooperative approach (teamwork).
  • Possess an understanding of and empathy with ONGO’s aims and values.
  • Strives to help Ongo achieve its corporate strategy.
  • Ability to manage, maintain and change with customer demand and services required.
  • Demonstrates STAR ethos is all aspects of work demands and requests.
  • Problem solving skills in sometimes complex/stressful and challenging situations and able to keep a focussed outlook with the end goal of customer resolution in mind.
  • Manage own work load in what can be a demanding and time consuming working environment.

 

Health & Safety

  • To be aware of risks to personal safety, other employees, customers, company property and company reputation and to promote a culture of risk mitigation in the planning and execution of all tasks

 

Environment and Sustainability

  • To ensure the environment and sustainability policies are understood by the post holder
  • To promote the importance of considering the environment and sustainability in the role
  • To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans

 

Risk Management

General appointment - To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks.

 

Equality & Diversity

  • To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board and committee members and all those we work with.
  • To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
  • To treat everyone with dignity and respect at all times

 

Position in Organisation

Reports to the Customer Experience Team Leader

Overall Purpose of Job

To provide professional and efficient contact handling services across all of Ongo’s services.  This will include digital and social media platforms, telephone services and face to face customer centre service to all customers.  You will have a focus on resolving the majority of enquiries right first time with an emphasis on supporting customers to self-serve where possible.

 

Main Responsibilities

 

  1. Deliver an excellent contact handling service for our customers taking into account relevant Policy and procedures, nature of queries and using effective first contact resolutions to complete a service request.                                                                                                                                                                                                                                                                     
  2. To deliver customer services across all digital channels such as Facebook, Email, Webchat and MyHome (Tenant Portal)
  3. To work with triage officers and sometimes wider teams as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate.
  4. To be able to diagnose and question customers on their required repair, coach customers to self-resolve where appropriate or book a relevant repair appointment for the customer ensuring accurate detail of the repair is recorded.
  5. To take and process payments from customers towards rent and other charges in line with Ongo policies and procedures.
  6. To act on reports of health and safety incidents and issues ensuring they are escalated in a correct and timely manner according to our procedures.
  7. To be responsible for escalating all adult and children safeguarding matters in accordance with our policy and procedures.
  8. To maintain and update the Customer Relations Management System (CRM) data and other relevant ICT systems and databases.
  9. To provide essential support & cover to the Customer Service Assistants to ensure Ongo Reception services are maintained
  10. May be required to work in different locations to ensure delivery of service across the county.
  11. Undertake regular training & personal development
  12. To undertake any other duties and administrative tasks, consistent with the above, that may be required from time to time under the instruction of the Customer Service Team Managers.
  13. To ensure that all aspects of the work are delivered in a customer focused manner.
  14. To work consistently in line with the Company’s values and objectives.
  15. To uphold the Company’s Equal Opportunities and Diversity Policy and Health and Safety Policy in all aspects of the work.
  16. To observe and comply with all the Company’s policies and procedures.
  17. To work flexibly to ensure that a reliable and first rate service is available to customers during our operating hours.

 

  Creativity & Innovation

  • To consider day to day working procedures and to make recommendations for service improvement & efficiency gains where appropriate

 

  • To adapt customer requirements and demands that at times can be challenging looking to resolve these through coaching approaches and also right first time

 

  • Taking the lead for escalating emergency situations and finding to ensure the right action is taken at the right time

 

  • Using creative thinking to try and resolve customer requests to provide an excellent service and reduce handoffs to  for the Triage officers and wider specialist services

 

  • Leading the way for the STAR commitment as an example for the whole of ONGO.

 

 

 

 

 

Contacts & Relationships

  • Continuous contact with customers, receiving, assessing and resolving enquiries and service requests.
  • Contact with staff at all levels of the company in the course of resolving enquiries, service requests, and progressing complaints.
  • To engender strong links with other departments and peers to develop and promote good delivery of customer services.
  • To be skilled in all channels of communication, telephone, digital and face to face.
  • Contact with staff in partnerships groups and other external agencies to provide relevant information and services. E.g. Job Centre Plus, Police, North Lincolnshire council services.
  • Being part of large team, building and maintaining positive relationships within the team and also within wider Ongo teams.
  • Working together with colleagues to assist the team achieving set objectives in an equal and fair manner.
  • To embed STAR ethos in all relationships both internally and externally

 

 

Decision Making - Discretion

  • Makes appropriate choices and decisions when assisting customers with their enquiries taking into account customer expectations and resource limitations.
  • Decides when and where to refer enquiries, and when to retain or relinquish control of the enquiry.
  • Ability to make timely and effective decisions with conflicting priorities and changing demands.
  • Assesses when the delivery of a positive outcome for customers is threatened by inappropriate procedures and policies, and escalates to prevent that happening.
  • Decision making of where and who a high level request is passed across to other departments or triage officers once they have exhausted all other options in line with the policy and procedure. For example reports of Fire in high risk buildings or health and safety related reports that have the ability to cause significant harm.
  • Makes appropriate decisions when to book meetings/visits with other departments between the customer and the Ongo/contractors. (e.g.) booking appointments for repairs area managers to visit potential risks.
  • Managing the digital platforms and understanding when a risk has the potential to cause harm to Ongo’s reputation and deciding the appropriate course of action to be taken thereafter.
  • Managing risk to other departments and staff (e.g.) Covid symptom checking, Visits in pairs

 

 

Decision Making - Consequences

  • Consequence of breaching the Data Protection Act, fines.
  • Poor Customer Service leading to complaints.
  • Customers given incorrect information causing hardship or worry.
  • Potential to cause disrepair claims through not reporting repairs correctly and flagging repeat issues
  • Reputation of the company either positively or negatively. For example ensuring appropriate public comments on digital platforms and delivering appropriate customer
  • Harm coming to colleagues within Ongo and Partnership groups
  • Harm for customers of not appropriately reporting and escalating health and safety incidents.
  • Cause of increased workloads for the wider teams which in turn will increase costs for Ongo and our tenants.

 

Responsibility for Resources

  • Laptop, headphones, cables.

 

Work Demands

  • Ability to work flexibly and occasionally outside normal working hours,
  • Able to meet organisational demand from our customers under sometimes a pressured environment. An example of this would be managing the customer queues on the telephone and being flexible and multi skilled to meet the team objectives Ability to balance the handling of several enquiries simultaneously, whilst making progress towards resolution in all of them.
  • Dealing with sometimes aggressive and abusive customers and being resilient in dealing with these matters.

 

Physical Demands

  • Post will be predominately office and home based requiring you to work within the Customer Centre and working with customers face to face and via virtual methods.
  • Flexibility to cover colleague absence and could be asked to attend the Office at short notice.

 

Working Conditions

  • Post holder will be predominantly office and home based and could include working across any of Ongo’s Customer facing locations.

 

Work Context

  • Will occasionally have to deal with potentially difficult customers in challenging situations. This may include dealing with abuse and aggression face to face, over the telephone and digital platforms. A comprehensive risk management approach is in place to address the health and safety risks/exposures noted

 

 

Knowledge, Skill & Experience Required

  • Experience of working in a busy customer service environment.
  • Experience of delivering quality customer service to a broad cross section of the general public, external agencies and internal departments
  • Ability to deal effectively and sensitively with members of the public by telephone, digitally and face to face.
  • Preferably some knowledge of housing related issues including maintaining a home and property repairs knowledge
  • Excellent communication skills (particularly oral, but also written)
  • Excellent mathematical skills as you will need to advice customers on their current rent account status and calculate payable rent.
  • Excellent skills in writing and grammar to enable communication across social media platforms
  • Skills and experience in resolving potential customer complaints at first point of contact
  • Awareness and understanding of social media and the use of certain platforms.
  • Ability to use up to date office based ICT systems (i.e. Microsoft Word, Outlook etc.) and to demonstrate computer literacy.
  • Ability to use, update and manipulate database applications and to demonstrate computer literacy and also self-resolve basic IT issues that may arise
  • Ability to update, maintain, search and navigate systems and records with a high level of accuracy, detail and resolution.
  • Have understanding of Data Protection Law and what is appropriate in regards to data privacy and processing.
  • Good organisational skills and ability to work to deadlines as necessary.
  • Ability to represent ONGO in a ‘positive’ and effective manner at all times.
  • Ability to provide typing and administrative support as necessary.
  • Operates with a customer focused approach to work at all times.
  • Commitment to achieving positive outcomes and objectives.
  • Flexible and cooperative approach (teamwork).
  • Possess an understanding of and empathy with ONGO’s aims and values.
  • Strives to help Ongo achieve its corporate strategy.
  • Ability to manage, maintain and change with customer demand and services required.
  • Demonstrates STAR ethos is all aspects of work demands and requests.
  • Problem solving skills in sometimes complex/stressful and challenging situations and able to keep a focussed outlook with the end goal of customer resolution in mind.
  • Manage own work load in what can be a demanding and time consuming working environment.

 

Health & Safety

  • To be aware of risks to personal safety, other employees, customers, company property and company reputation and to promote a culture of risk mitigation in the planning and execution of all tasks

 

Environment and Sustainability

  • To ensure the environment and sustainability policies are understood by the post holder
  • To promote the importance of considering the environment and sustainability in the role
  • To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans

 

Risk Management

General appointment - To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks.

 

Equality & Diversity

  • To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board and committee members and all those we work with.
  • To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
  • To treat everyone with dignity and respect at all times

 

Position in Organisation

Reports to the Customer Experience Team Leader

Apply now