Resident Access Adviser - Customer Service & Housing Benefits
Mon to Fri 9am to 5pm (OFFICE BASED)
3 to 6 month ongoing contract
WEST LONDON

Role Purpose

The purpose of this multi-disciplined position is to deliver excellent service to residents visiting and contacting the Councils by telephone, face to face and other digital channels including chat, social media and emails. Aiming to provide an efficient and accurate service. Resident Advisers will advise on a diverse range of council and partner services resolving at the first point of contact wherever possible and ensuring council services interface seamlessly with back office departments.

Responsibilities

To be the first point of customer contact and provide advice and assistance processing enquiries, including possible complaints, from a wide range of services (such as Parking and Permits, Waste, Planning, Licensing, Elections, Schools Admissions, Environmental Services, Highways and Cleaner Greener, Council Tax, Benefits). This list is not exhaustive and may include other services as part of the wider resident access programme. To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience and continually promoting digital channels and assisting self-service.
Process payments from customers for the services offered following the appropriate process ensuring the correct security measures are followed under GDPR and Data Protection.
Ensure all customers are responded to promptly within performance standards and in a friendly and professional manner with the highest level of Customer Care. Excellent customer service to be provided at all times along with a demonstrable commitment to a ‘can do’ and problem-solving attitude
Resident Advisers will also be required to carry out support activities to ensure the efficient and effective running of the council's business as usual operation. These activities will include the opening and dispatch of post and to provide timely scanning and indexing.
Put customer needs first at every opportunity, treating customers in a fair and consistent way and responding effectively to the needs of both internal and external customers. Interact with customers in a manner that exceeds their expectations and delivers real customer value to achieve an enhanced customer experience.

Requirements

Must have a sound knowledge and experience of IT systems, including Academy, Information@work (Anite), Netcall telephony.
Experience working in a housing association or council
Knowledge of Housing Benefits and Council Tax Benefits essential to be considered
Must have experience of working on a busy call centre handling large volumes of calls.

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.

If you are interested in this position AND meet the requirements, APPLY NOW!

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