Anti-Social Behaviour Specialist Customer HUB
Anti-Social Behaviour Specialist (Customer HUB)
Salary: £23,050 - £28,173 per annum
Job Type: Full Time, Permanent
Hours: 35 hours per week
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:
Great Places is not your ordinary housing association, we do things differently here and we are always on the look out for GREAT talent!
An exciting opportunity is available for the right person to join our Customer HUB as an Anti-Social Behaviour Specialist. We are looking for a dynamic, proactive individual who is passionate and wants to be part of an innovative, forward thinking business with a real social purpose.
Reporting to the Team Leader for ASB, Allocations and Tenancy Management, the ASB Specialist is responsible for responding to Anti-Social Behaviour queries with the aim of first time resolution. Working and based in our multi-channel Customer HUB, you will help customers devise their own solutions to become more self-sufficient in line with our frameworks. Providing a triage service, the Anti-Social Behaviour Specialist will resolve customer and staff queries via telephone, email and webchat, escalating cases to Neighbourhood Services Managers as appropriate.
Working alongside another ASB Specialist, you will be manage our in-house Sound Monitoring Equipment, responsible for its administration and; following training, the analysis of data for our Neighbourhood Teams to deal with Noise Nuisance complaints. As part of your role you will also log safeguarding cases, providing advice and triaging these appropriately. During times of exceptional demand you will also provide Tenancy Management advice.
You will provide support and deliver exceptionally high quality services in line with the principles contained within our Service Delivery Framework, promoting the use of digital communication channels and self-service options through the website.
We aim to resolve all queries first time and ensure our customers receive a quick and responsive service. We want our customers to be happy with our service and to benefit from accessing them. To ensure this we will give the right advice, support and guidance to our customers, coach and support them to be more self-sufficient and have honest relationships with them.
The successful candidate will have relevant professional qualifications / memberships (Institute of Customer Service qualification) OR willing to study towards and will be qualified to minimum GCSE grade C in English and Maths. Experience of working in a similar role in the housing sector is desirable, but you must have experience of working using a negotiation / coaching style approach to achieve outcomes.
You will also have experience of dealing with ASB & Safeguarding issues with a good understanding of the tools and powers afforded to Registered Providers, Local Authorities and the Police in dealing with ASB. Experience of working in a customer focused environment, with a proven ability of delivering a high standard of customer service is also essential.
You may have experience of the following: ASB Officer, ASB Assistant, ASB Specialist, Community Safety, Customer Contact Officer, Customer Service Advisor, Customer Service Representative, Contact Centre Operative, Call Centre Operative, Housing Officer, Housing Assistant 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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