Customer Service Co-Ordinator

Passionate, Creative, Equal, Empowering and Sustainable

Customer Service Co-Ordinator

Hours: 37 Hours per week on a rota system

Location: Head Office, Festival Park, Stoke on Trent

Salary: £22,010.56 per annum

Are you looking for a customer support role within an Organisation that is at the heart of helping people to thrive? If so, this role may be for you. Since 1974, as a Registered Provider of Social Housing and Supported Accommodation we have been supporting those in need.   

We are looking for customer focused people join our Customer Service Team at our Stoke on Trent Head Office. You will be the first point of contact for our service users and as such must deliver a positive experience for all. We aim to provide a “first point resolution” approach for all enquiries.

Many of our customers have specialist needs including mental health, addictions, learning disabilities, recent homelessness and debt issues. You will service the whole tenant journey, from securing accommodation, managing repairs and maintenance, dealing with tenancy agreements and disputes, chasing rent arrears and re-letting properties at the end of each tenancy.

This team also provides comprehensive administration support across other Brighter Futures Teams, offering a wide variety of work each and every day and ensuring we comply with our legal and regulatory obligations.

Key Responsibilities will include:

• Providing a comprehensive administrative support service to the whole business in the delivery of an effective, responsive and customer-focused service
• Handling inbound/outbound calls within defined service standards, managing all central email inboxes and ensure emails are responded to in a timely manner, managing and distributing  incoming and outgoing post, providing reception cover at Head Office
• Preparing and sending out standard correspondence to tenants and members of the public on housing and property matters (for example rent increase letters)
• Raising orders and organising work for repairs and maintenance and ensuring completion against agreed timelines including work required at the end of a tenancy to prepare accommodation for new tenants
• Assisting in the delivery of an efficient and effective void process, dealing with the closure of old tenancies and helping to ensure that vacancies can be re-let as quickly as possible
• Helping to administer the housing waiting list, documenting and processing all new housing applications and shortlisting applications against predetermined criteria
• Collating essential information for collection of officers; interview paperwork/ lettings packs/ move in packs
• Managing Petty Cash and cash payments, processing credit card approvals and accounts reconciliation
• Logging all Housing Benefit claims and ensure HB claim numbers are accurately reflected on rent account notes
• Communicating with utility providers and coordinating other colleagues to swiftly resolve issues preventing relet- debt clearances/top ups (possibility of having to visit shops and vacant properties to complete this work)
• Supporting the People Team with administrative tasks – co-ordinating training delivery, supporting recruitment activities, managing DBS and Driver Authorisation checks

You will need:

• GCSE English and Maths grade C or above (grades 4-9 or equivalent)
• Previous experience gained within a Housing/Lettings Customer Service role
• Experience of dealing with the needs of our customer group; including but not limited to those with Learning Disabilities, Entrenched Homelessness, Mental Health, Drug and Alcohol Dependencies, dual diagnosis
• An understanding of both adult and child safeguarding protocols and escalation procedures
• Customer focused, excellent with planning and delivery, able to balance multiple priorities against critical deadlines
• A continuous improvement mindset, always looking for opportunities to do things better, supporting automation and digital paperwork
• A driving licence and vehicle insured for business use – we have a number of sites and you will need to visit these regularly

We offer the following Benefits:

• Flexible working (with a regular office presence)
• 27 days annual leave in addition to public holidays
• Excellent learning and development opportunities
• Contributory pension scheme
• Occupational sick pay
• Healthcare cash plan

To apply please visit the Brighter Futures Website.

The closing date is 26th July 2024 with interviews to follow.

We are committed to promoting equality of opportunity and we welcome applications from all sectors of the community, particularly from under-represented groups and people with lived experience. Brighter Futures is an equal opportunities employer.