Senior Customer Experience Advisor

Closing date

24th June 2024, at 9am

Salary and Employment Details

EVH Grade 6 Spinal Point 17-20 £33,409 - £36,523
35 hours per week Monday – Friday
Permanent

Job Description

Role Title:
Senior Customer Experience AdvisorReporting To:
Customer Experience ManagerGrade:
Grade 6Responsible for:
Trainee Customer AdvisorsJob Purpose:
To support the Customer Contact Team in providing an outstanding customer experience to all our customers and to continuously seek ways of improving policies, procedures, and services to ensure value for money.As the Senior Customer Experience Advisor, you will be responsible for the line management of the Trainee Customer Advisors (Modern Apprentice)The following list 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.
Key responsibilities:
People Management and Supervisory Duties• Seek to understand customer needs and expectations by actively listening, clarifying, and confirming your understanding with the customer, including dealing with escalated calls and complaints from customers.
• Taking ownership of customer concerns and managing through to conclusion
• Manage customer expectations and ensure that customers are clear on timescales and next steps
• Ensure that office reception areas are well managed, easily accessible to customers and present a positive image of Maryhill Housing.
• Provide positive and effective leadership to the Customer Contact Team on a day-to-day basis
• Responsible for ongoing reviews of direct reports, to recognise coaching and training need and to promote staff development
• Fully engage your direct reports in Maryhill Housing Associations annual appraisal process, ensuring clear goals and objectives are set and tracked and that all direct reports have a personal development plan in place
• Actively support, promote, and celebrate successes
• Ensure performance management, personal development and succession plans are in place for all direct reports and where possible, opportunities for career development and progression are made available
• Support the management of staff absences in liaison with the Customer Experience Manager.
• Approve time off requests for immediate reports in liaison with the Customer Experience Manager to ensure that appropriate staffing levels are maintained to enable an efficient and effective contact centre operation
• Produce monthly KPIs for the Customer Service Manager as required
• Assist the Customer Experience Manager with the contract administration of the reactive repairs contract
• Oversee the administration of the cyclical contracts, e.g. gas / EICR etc
• Management and oversight of the invoice checking process for property related contracts including reactive repairs and other cyclical contracts
• Check and review invoice variances in-line with the association procedures and feedback any areas of concern to Customer Experience Manager
• Deputise in the absence of Customer Experience Manager and to flag any concerns to the Head of Property or Director of Operations
• As a leader within the Customer Contact Team, lead the Customer Contact Team to provide an outstanding experience for all customers of Maryhill Housing Association.
• Driving efficiencies and service improvements including, contributing to the creation and review of relevant procedures to improve the customer journey
Corporate Responsibility• Work effectively and collaboratively with colleagues ensuring that the Association’s values are lived on a day-to-day basis
• Ensure compliance with all regulatory, statutory, and legal requirements and other directives
• Comply with MHA’s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies
• Ensure effective communication to ensure people are informed, engaged, and find it easy to access our services and contact us and understand our information and the decisions we make
• Maximise the use of ICT to improve efficiency, increase productivity and develop new and existing services
• Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and implementing actions arising from internal and external audits as directed
• Actively seek ways to engage customers in shaping and influencing our services, seek and use feedback
• Act as a role model within the Customer Services team, living our operating principles (values) on a day-to-day basisGeneral

• Carry out any other reasonable duties as requested by the Customer Experience Manager or the Head of Property
• Work collaboratively with other managers, to provide administrative support to other front-line teams
• Provide Support to the Customer Services Advisors when call volumes are high and to cover reception at times of peak demand or due to lack of available resources
• Undertake clerical and general administrative duties to support the team and wider organisation, this may include inputting of data, outbound calling, internal and external mail, system data cleansing, creating purchase orders, invoice approving, financial transactions, and payments, updating and maintaining service specific systems
• Ensure that direct reports are fully equipped with the knowledge and skills to meet the requirements of the role
• Develop a full understanding of role and requirements of Customer Advisor to support the training needs of the immediate and wider team
• Support the development of CRM systems through generating development ideas, system testing, deployment, training, and review.
• Actively promote best practice in use of systems with team and other colleagues throughout the wider business to enable a more streamlined service to all customers
• Embedding strong performance culture within the team
• To fully utilise the Association’s Integrated Housing Management System to record contact information and input notes on the Housing Management System