Tracey Hewitson Email & Phone Number

To act as a first point of contact, owning and resolving customer issues at first point of contact. Providing online and telephone support on all matters including the following functions:Incomes; responsive repairs; gas servicing; improvements and housing services. Ensuring value for money in allactivities.Diagnosing repair requests, raising appropriate works orders or inspections withcustomers;Liaise with contractors as required to ensure that repairs are completed within timescales via phone and contractor portal;Receiving payments, providing receipts, undertaking proactive prevention, control and recovery of early stage rent arrears, former tenant arrears across all tenures;Processing and responding to all Housing Benefit & Universal Credit notifications and verifications, direct debit and rent notifications. Request rent refunds where appropriate;Amend direct debit payments in line with rent and service charge payments;Log MEX applications to the Housing system and verify Homeswapperapplications through the web portal;Take notice from customers leaving their properties and completing the end of tenancy process in conjunction with the Lettings team;Assisting customers by offering advice and signposting in dealing with ASB cases, tenancy management, lettings, moving home and improvement programs;Maintaining customer information within the Housing system to ensure that this is up to date;To resolve complaints at first point of contact by taking proactive action to resolve the issue to the customers satisfaction. To log formal complaints to the appropriate team where service failures have occurred.

To provide excellent service to contracted clients and building successful working relationshipwith client,through the understanding of client SLAs and proactively adhere to Key performance Indicators to ensure these are met.Main duties included; scheduling events and liaise with clients and trainers regarding event details,ensuring the accurate capture of information on databases/spreadsheets.Manage event logistics and ensure end-to-end process delivers a qualityexperience to the client.Produce client invoices in accordance to contractual agreements made.Proactively manage the timescales for holding dates and availability ensuring that client, trainer and business needs are met.Receive incoming requests for information and respond/process accordingly to ensure accurate and timely information is given to clients and trainers.

Handling and logging customer queries & complaints, advising customers on RMpolicy and procedures, including the status of the delivery of items, and what to doif an item is lost or damaged or delayed. Ensuring that exceptional standards ofcustomer service are maintained and offering a first class customer experience

Work as part of the ALS group (formerly Alcontrol), successfully building relationships with clients,through the understanding of service level requirements, and providing them with information on products and services. Provide consistent high levels of customer service, whilst adhering to Quality policies and procedures and Customer ServiceMark standards.Main duties included; Being a first point of contact for client enquiries and complaints;Manage collection logistics of Food and Water samples, ensuring that samples are transferred within required timescales and using most cost effective method;Co-ordinating sub-contracted work ensuring end to end process to facilitate customer requirements, keeping customer informed as necessary;Implementation and set-up of new customer accounts in collaboration with the sales team, keeping customer informed at each stage of the process;Maintenance of in-house administration systems and procedures, includingbespoke in-house databases and on-line reporting systems;Assisted in the Implementation of new administration systems and procedures for Water testing at site; including the implementation of a Courier monitoring system,to track samples received verses samples sent, and for communication between departments;General Administration, maintain and update in-house processes andprocedures, stationary ordering for site

Cach Level 2, Certificate In Understanding Tenant Support In Social Housing

Foundation Degree, Business Administration, Management And Operations

Nvq 3 Administration

Key Skills, Level 3