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  · Web viewTo support the Resident Services Team by carrying out various administrative tasks including CORE information logging and ... the preparation of word

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Page 1:   · Web viewTo support the Resident Services Team by carrying out various administrative tasks including CORE information logging and ... the preparation of word

JOB ROLE PROFILE

JOB TITLE: Customer Support Officer

REPORTING TO : Customer Support Team Leader

OFFICE BASE: Silvester House, The Maltings, Hull

OVERALL PURPOSE OF THE JOB:

The Customer Support Officer will work as part of a team delivering a first class, professional customer service, using a range of communication methods. They will attempt to resolve all customer enquiries at the first point of contact unless specialist knowledge or further investigation is required. They will provide an internal administrative support function for the Association including reception duties and hospitality function. They will act as an ambassador for the Association through excellent personal presentation standards and detailed service provision knowledge.

DIGNITY AT WORK:

To show, at all times, a personal commitment to treating residents, trustees, customers and colleagues in a fair and respectful way, which gives positive regard to people’s differences and individuality. Assist in ensuring equal access to services and employment opportunities for everyone.

CORE ACCOUNTABILITIES ( add in your own here, but will need to include these

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standard ones also)

To proactively deliver an excellent standard of customer service at all times.

To assess and resolve enquiries, requests and complaints, at the first point of

contact, unless specialist knowledge or further investigation is required.

To assist with income management enquiries liaising with appropriate personnel

about further action or information that may be required.

To take and process repair calls including, contacting approved contractors to

progress the repair works.

To complete works orders on the Kypera system to enable payment of invoices.

To support the Resident Services Team by carrying out various administrative

tasks including CORE information logging and processing TV licence requests.

To carry out phone surveys to Residents to gather feedback on the services

provided by the Association.

To record, maintain and update as necessary (using the Kypera system)

information given, services requested and complaints made to ensure the

accuracy of information and efficiency when dealing with customers.

To effectively communicate information to customers.

To undertake general administrative duties including:

o Reception services including welcoming visitors, cash handling and giving

advice to customers.

o Receiving, recording and distributing messages in an accurate and timely

manner.

o Provide support to other sections of the Association with the preparation of

word processed reports, spread sheets and correspondence as required.

o Handling incoming and outgoing post accordingly.

o Undertaking photocopying/scanning of documents as required.

o Provision of statistical information to assist Chief Executive and SMT in

production/collation of reports.

o Organise and service meetings and events, assembling relevant

information and documents.

o Take minutes as requested.

o To monitor and order office supplies as required.

To work collaboratively as part of a team to create a positive work culture, through

communication, integrity, attitude and mutual respect.

To liaise with colleagues in other sections of the Association regarding service

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issues or resident welfare that may potentially put the service, Association or

resident at risk.

To encourage feedback on services provided and recognise the changing needs

of the service, and make recommendations to the Team Leader for service

improvements.

To recognise health and safety is a responsibility of every individual, to take

reasonable care of self and others and comply with PFH’s Health and Safety

policies and procedures

All individuals are expected to be flexible in undertaking the duties attached to

their job and may be asked to perform other duties which reasonably correspond

to the general character of their job and their level of responsibility.

The above duties may involve having access to information of a confidential

nature, which may be covered by the Data Protection Act. Confidentiality must be

maintained at all times.

Please note that where the job holder is disabled every effort will be made to

supply necessary aids, adaptations or equipment to allow them to carry out the

duties of the job.

Actively promote equality and diversity throughout the organisation.

DIMENSIONS:

Responsibility for Staff:None

Responsibility for Customers / Clients:To effectively liaise and work with the Chief Executive, individual sections and staff, Trustees of the Association, external partners and contractors, Residents, Applicants and general visitors/callers to the Association.

Responsibility for Budgets:To support the Team Leader in managing the stationery, postage and printing budgets circa £5,000 per annum.

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