Property Services Customer Support Specialist 1 year FTC

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London's East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway.

You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we're proud of the work we do to address the housing crisis through building and managing great homes.

We are looking for an experienced Property Services Customer Support Specialist (1 year FTC) to solve outstanding repairs related customer issues, resolving complaints across our diverse customer base and facilitate inter-departmental collaboration across the different departments and teams of our Property Services directorate thereby enabling an effective end-to-end repairs service.

Your duties will include but not be limited to:

• Cross-Departmental Collaboration: Ensure a coordinated approach to problem-solving across operational teams in Property Services and Customer Services including external contractors to enable a seamless and integrated delivery of services to customers.
• Customer Liaison: Serve as the primary point of contact for customers seeking assistance with repairs, maintenance requests, and other property concerns. Respond promptly to customer enquiries via phone, email, or in-person visits, demonstrating empathy, professionalism, and a commitment to resolving issues effectively.
• Issue Resolution: Take ownership of customer issues and proactively work to resolve them in a timely and satisfactory manner. Coordinate with relevant departments to schedule repairs, inspections, or other necessary services, ensuring that customer expectations are managed and met throughout the process.

• Support Repairs operations: provide cover for key functions across the department, including scheduling and admin support as necessary during busy periods.

• Data Management and Reporting: Maintain accurate records of customer interactions, service requests, and resolution outcomes using our property management software or CRM system. Generate reports on key performance metrics, such as response times, resolution rates, and customer satisfaction scores, to inform decision-making and identify areas for improvement.

Knowledge, Skills and Experience

Essential

• Knowledge of housing regulations, property maintenance practices.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and colleagues at all levels.
• Proficiency in using property management software, CRM systems, and Microsoft Office suite.
• Previous experience in customer service, property management, or a related field.

Desirable

• Experience within the social housing sector.
• Knowledge of Health and safety standards.

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.

Our benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays.
• Subsidised Health and Wellbeing Membership.
• Simply Health - help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme - including free legal, financial and counselling advice.
• Pension - up to 10% employer contribution.

Please note only shortlisted candidates will be contacted.

CLOSING DATE: Thursday 28th March 2024

INTERVIEWS: 3rd - 5th April 2024

Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.

GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community.