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Job Title: Customer Service Administrator

Location: Rudgeway BS35 3QH

Salary: £25,000 per annum

Job Type: Full-time, Permanent.

Responsible for: Delivering an excellent customer service by providing a first point of contact for incoming phone calls and visitors to Head Office and providing high quality administrative support to across all teams.

Purpose and Outcomes

To provide an efficient and approachable customer service, ensuring effective communication with customers and stakeholders
To assist with the delivery of a housing and maintenance service and support the work of the Asset Management teams.
To be an ambassador for Elim Housing and represent our values and aspirations in delivering services.About Elim Housing Association

Elim Housing Association is a provider of housing and support services in the West of England and Gloucestershire, our vision is 'to meet housing needs and deliver homes that change people's lives'.

Elim's aim for its customers is to ensure that the housing and services Elim provide serve as a platform for growth, facilitating all our customers to achieve their aspirations. In this way, we make our homes truly life changing by ensuring that our service has a positive impact long after a person has left Elim accommodation.

Responsibilities:

To be the first point of contact for customers and residents, primarily over the telephone but also for visitors to Head Office, ensuring that the customers' experience with Elim is empathetic, responsive and efficient.
To communicate proactively with customers and stakeholders to provide an excellent customer service.
To provide a wide range of administrative and associated services to ensure the smooth running of Customer Services across all teams.
To liaise with contractors, internal and external customers as appropriate to ensure a proactive and responsive maintenance service.
Liaise with our customers to support the delivery of planned maintenance, major works and health and safety plans.
To support the effective storage and use of customer data
To collate information, provide reports, compile KPIs and arrange meetings where required to support the work of all teams.
To work with our IT team to maximise the effective use and storage of customer data through current and future IT systems.
Optimise the use of IT and relevant electronic systems to manage your workload, keep IT systems up to date and support officers with effective customer engagement.
Involvement with digital communications and updating social media and the Elim website, as required.
To provide administrative support to Housing Officers in coordinating / promoting customer engagement activities
To contribute to the provision of cost effective and value for money services.
To develop services and contribute to other work as required.Skills and Abilities:

Excellent verbal and written communication skills to build and maintain positive relationships with internal and external customers.
A good level of IT literacy, to include competence in using various Microsoft Office applications.
The ability to quickly learn and master the use of new IT systems to effectively record and use customer and contract data.
The ability to extract, interrogate and present data from IT systems and transfer data between systems
An understanding of how equality and diversity considerations affect our customer service delivery.
Excellent organisational skills, taking ownership of tasks and delivering to a high standard.
To work independently and as part of team.All staff have a responsibility to ensure that they develop their personal skills and capacity to meet the changing needs of their role. Other duties, commensurate with the post may also be required and staff will be consulted about any changes to their job description.

Elim colleagues benefit from:

25 days annual holiday rising to 30 days.
Annual paid day off for your birthday.
Access to training and career development through Elim Skills Academy
Company pension.
Life Assurance.
Annual bonus.
Health cash plan, which includes discounts to a wide range of shops and services.
Free onsite car parkingHow to apply:

For more details on the role and to apply please click the APPLY button below to be sent the application form.

We are continuously developing our inclusive, values-driven culture that welcomes and embraces the diversity of our staff and customers. We are keen to increase our own diversity and particularly welcome applications from underrepresented groups.

Candidates with the relevant experience or job titles of: Sales Executive, Customer Services Executive, Customer Service Representative, Customer Support, Customer Service Executive, Telemarketing, Account Management, Sales, Customer Services, Customer Service Consultant, Customer Service Administrator, Customer Service Representative, Customer Advisor, Customer Support, Business Support, Customer Service Advisor, Customer Service, Customer Services Officer will be considered for this role