Customer Services Advisor

Westway Housing Association is a social housing provider, owning and managing a mixed tenure property portfolio of around 550 homes, including a hostel for single people and a supported housing scheme for those most in need.  We have been providing a wide range of services for over 25 years. We are an innovative organisation which is committed to supporting the communities we serve.

Customer Service Advisor   £26,299k per annum plus benefits

The main purpose of the role is to ensure customers receive the best service at each touch point of their journey with us. 

• You will be managing escalated customer issues and complaints to resolution, and logging and tracking any defects the customer raises during the defect liability period. 
• You will be delivering first class customer service effectively to tenants visiting our office by  ensuring that all communication with customers, both written and verbal, are professional, courteous and in accordance with Westway values and standards of behaviour.
• You will be liaising with internal teams and third  parties to ensure complaints are dealt with in a timely manner, and case manage to completion.
• You will effectively triage issues, to ensure only defects covered under warranty are passed to building contractors and provide customers with appropriate advice. Track all defects and complaints in the relevant systems in line with Westway business policies and procedures.
• You will be dealing with statutory and regulatory compliance across all WHA stock through directives from the Property Services Manager.
• You will be raising repairs in the relevant systems and passing them to the contractor to complete.  You will be liaising with building contractors to ensure orders are successfully completed within published timescales and contractual obligations. You will be dealing with all outstanding repairs from Repairs watchdog.
• Any other duties deemed necessary by the PSM & HoH.     

To be successful in your application for the role, you will have:

• Proven experience of working in property/housing management.
• Proven experience of providing the best service to customers, keeping promises and acting with integrity and empathy at all times. Excellent customer service skills and the ability to deliver the best service for the customer whilst balancing the needs of Westway Housing.
• Ability to follow policies and procedures.
• Ability to remain calm under pressure and to seek additional support when needed and ability to make difficult decisions and come up with appropriate solutions whilst under pressure.
• Ability to carry out work with rigour, challenging yourself to identify opportunities for service improvement, working in partnership with others. Ability to stay curious, ask questions and be prepared to offer an opinion.
• Ability to communicate and work in a collaborative way to resolve issues.

We are looking for staff who want to make a difference, rise to challenges and are creative problem solvers.  We offer a competitive employment package that includes a good working environment, excellent training and development opportunities, flexibility in the way we work  and a contributory pension.

To apply: Please complete the attached application form and return to nathalie.james@westwayha.org.uk with your supporting documents. No agencies. 

Closing date for Applications is 5pm on 01/10/2021. Interviews are likely to be held the same week.