Customer Service Assistant
| Posting date: | 20 May 2024 |
|---|---|
| Salary: | £29,086.00 to £32,324.00 per year |
| Hours: | Part time |
| Closing date: | 05 June 2024 |
| Location: | Camlachie House, 40 Barrowfield Drive, Glasgow, G40 3QH |
| Remote working: | On-site only |
| Company: | Glasgow Council for the Voluntary Sector |
| Job type: | Permanent |
| Job reference: |
Summary
GCVS is posting on behalf of West of Scotland Housing Association
POST TITLE: Customer Service Assistant
Salary: £29,086- £32,324 per annum pro rata
Grade: EVH Grade 5
Contract: Permanent Contract
Hours: 21 hours per week, (Mon- Wed)
Department: Corporate Services
Location: Camlachie House, 40 Barrowfield Drive, Glasgow, G40 3QH
As the charitable subsidiary of West of Scotland Housing Association (WSHA), Willowacre Trust’s overarching aim is to tackle social and economic disadvantage and impact on tenancy sustainment within the communities served by WSHA. We want a staff team and Board that shares our values and puts customers at the centre of service delivery.
Purpose of the Post: The post holder will be responsible for ensuring efficient and high-quality customer service in line with West of Scotland Housing Association values by supporting our Corporate Services team including providing reception service at our head office. This will include responding and dealing with incoming calls, emails and social media enquiries and assisting with customer engagement and organisational communications.
Responsible to: Customer Service and Engagement Team Leader
Main Responsibilities
• Provide reception cover in the main office or the Community Hub
• Answer incoming calls to main office number and co-ordinate queries as required.
• Monitor information email inbox and where unable to assist, direct to appropriate staff member.
• Manage housing keeping for office reception area – opening and closing the office, ensuring area is clean, tidy, and welcoming and relevant leaflets are all up to date as required.
• Process applications in line with our allocation policy ‘and customer care charter’
• Monitor and respond to social media enquiries
• Monitor and respond to Customer App messages and manage live chat function, and ensure that appropriate teams are informed of required actions.
• Provide administration support to the Customer Service &Engagement Team Leader in respect of customer engagement activities.
• Co-ordination of incoming and ongoing mail with a focus on moving to more digital processes in line with our Digital Strategy.
• Assist with logging repairs as required (repairs overflow)
• Process housing applications in line with our Allocation Policy and provide advice and support to applicants
• Provide information and support to tenants about our Tenancy Management Procedure and process tenancy changes as guided by the Housing Team
• Provide support to the Housing Team with administration of the Estate Management Procedure
• Undertake ongoing customer satisfaction surveys about a range of service areas and follow up on areas of dissatisfaction
The list above is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.
APPLICATION
For further details and to download an application pack visit www.westscot.co.uk/about-us/recruitment/, or you can email vacancies@westscot.co.uk or telephone 0141 550 5600.
POST TITLE: Customer Service Assistant
Salary: £29,086- £32,324 per annum pro rata
Grade: EVH Grade 5
Contract: Permanent Contract
Hours: 21 hours per week, (Mon- Wed)
Department: Corporate Services
Location: Camlachie House, 40 Barrowfield Drive, Glasgow, G40 3QH
As the charitable subsidiary of West of Scotland Housing Association (WSHA), Willowacre Trust’s overarching aim is to tackle social and economic disadvantage and impact on tenancy sustainment within the communities served by WSHA. We want a staff team and Board that shares our values and puts customers at the centre of service delivery.
Purpose of the Post: The post holder will be responsible for ensuring efficient and high-quality customer service in line with West of Scotland Housing Association values by supporting our Corporate Services team including providing reception service at our head office. This will include responding and dealing with incoming calls, emails and social media enquiries and assisting with customer engagement and organisational communications.
Responsible to: Customer Service and Engagement Team Leader
Main Responsibilities
• Provide reception cover in the main office or the Community Hub
• Answer incoming calls to main office number and co-ordinate queries as required.
• Monitor information email inbox and where unable to assist, direct to appropriate staff member.
• Manage housing keeping for office reception area – opening and closing the office, ensuring area is clean, tidy, and welcoming and relevant leaflets are all up to date as required.
• Process applications in line with our allocation policy ‘and customer care charter’
• Monitor and respond to social media enquiries
• Monitor and respond to Customer App messages and manage live chat function, and ensure that appropriate teams are informed of required actions.
• Provide administration support to the Customer Service &Engagement Team Leader in respect of customer engagement activities.
• Co-ordination of incoming and ongoing mail with a focus on moving to more digital processes in line with our Digital Strategy.
• Assist with logging repairs as required (repairs overflow)
• Process housing applications in line with our Allocation Policy and provide advice and support to applicants
• Provide information and support to tenants about our Tenancy Management Procedure and process tenancy changes as guided by the Housing Team
• Provide support to the Housing Team with administration of the Estate Management Procedure
• Undertake ongoing customer satisfaction surveys about a range of service areas and follow up on areas of dissatisfaction
The list above is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time.
APPLICATION
For further details and to download an application pack visit www.westscot.co.uk/about-us/recruitment/, or you can email vacancies@westscot.co.uk or telephone 0141 550 5600.