Customer Contact Specialist (ASB Specialist)

Location
Manchester
Salary
£23,050 to £28,173 per annum
Posted
21 Mar 2019
Closes
03 Apr 2019
Ref
00327062
Contact
Candidate Services
Contract Type
Permanent
Hours
Full Time
Customer Contact Specialist (ASB Specialist) 

Salary: £23,050 to £28,173 per annum 
Job Type: Full Time, Permanent 
Hours: 35 hours per week Monday to Friday 
Location: South Manchester 
Benefits: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more. 

About the role: 

Do you have the skills to be a calming influence in a difficult situation? Do you have a passion for coaching customers to resolve problems in the community first time? If so this maybe the perfect job for you! 

We have a vacancy for a Customer Contact Specialist (Anti Social Behaviour, ASB) in our new Customer Contact HUB. The successful individual will be responsible for the diagnosis of anti-social behaviour related demands from customers, with the aim of early resolution. Working as part of the Customer Access Hub, you will work with customers to devise their own solutions or escalate to Neighbourhood Services Managers for further investigation where this isn’t possible. The role will promote customer independence, coaching them to develop greater self-reliance to resolve their concerns quickly and successfully. 

You will also provide support to the wider Customer Access Hub in providing first point of contact resolution on a wide range of customer queries. 

You will be providing a triage system for the diagnosis of all new anti-social behaviour related demands from customers to resolve at first point of contact as far as possible, . Identifying where a demand potentially poses a risk to the customer or the business and ensuring appropriate escalation for investigation and case management and will promote the use of digital communication channels and self-service through the website. 

About You: 

The successful applicant will have will be qualified to GCSE grade C in English and Maths and hold a relevant professional qualifications and / or have memberships (Institute of Customer Service qualification) OR willing to study towards this. You should also be proficient in a range of Microsoft Office and case management applications. 

You will need experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service and experience of working using a negotiation / coaching style approach to achieve outcomes as well as excellent verbal and written communication skills. You will also have experience of digital customer service delivery and will need the ability to engage and to build relationships with partnering or potential partner agencies or organisations. 

Experience of working in an anti-social behaviour role and the understanding of safeguarding and the potential risks to customers, the wider community and Great Places is desirable as is experience of detailed administration and recording procedures, with an in depth understanding of confidentiality and data protection 

You will have the ability to work flexibly within the core working hours of 8am-6pm and when needed outside normal working hours. Additionally, the ability to speak another language is desirable (South East Asian or Eastern European) 

You may have experience of the following: Customer Service Advisor, Customer Service Assistant, Customer Contact Specialist, Support Worker, Caseworker, Healthcare Assistant, Care Worker, Case Management, Helpline, Charity, Charities, Third Sector, NFP, Not for Profit, Anti-Social Behaviour, Safeguarding, ASB, etc. 

About our company: 

Great Places Housing Group is not your average housing association. We are a forward-thinking, profit-for-purpose business that works hard to improve the lives of residents in our 19,000 homes across the North West and Yorkshire. 

Our work doesn’t stop at our customers’ front door. The surplus we make is invested back into the business to fund building new homes and to provide a full range of support services for some of the most vulnerable members of society including the homeless, young parents, older people and those with mental health needs. 

We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference every day. Working for us you will be part of something special and in return, we offer a competitive package with a range of enhanced benefits, and learning and development opportunities to help you achieve and exceed your potential.

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