Person Specification Education A good standard of education commensurate to the level of the job and the knowledge and skills required below Knowledge and skills required General understanding of customer services within a housing association and the role of a Customer Contact Centre Understanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customer Excellent verbal and written communications skills Excellent IT skills (MS Office, Outlook and the ability to adapt to CRM packages) Excellent interpersonal skills i.e. listening used every day to communicate and interact with other people, both individually and in groups Demonstrable attitude and ability to respond in a professional manner, enhancing the ‘can-do’ customer experience through the ability to respond and resolve issues. Experience required Experience of working in a customer services environment, within the public or private sector Organisational Competencies We want to make Network a great place to work and a great organisation that really delivers for its customers. Our HART behaviours are designed to guide how we work, every day. Everyone within the organisation is expected to demonstrate the four HART behaviours:- Hungry I am ambitious to succeed – Optimistic: I am can-do and focussed on what can be done Creative: I find new and solutions to challenges Bold: I get out my comfort zone and try new things Motivated: I welcome feedback and want to succeed Accountable I take personal ownership and responsibility to get things done I make things happen by empowering and – delivering through the team and using resources effectively Resilient: I work hard to make things happen Disciplined: I am realistic and do what I say I will do Personal ownership: I take ownership of an issue until it is resolved Confident: I make decisions that are within my remit Respect I treat everyone with respect and understanding I arrive on time and take full part in meetings – Prepared: I arrive on time and take full part in meetings Communicator: I listen to others and work hard to communicate well Responsive: I always answer a ringing phone and respond quickly Self aware: I put myself in others’ shoes and understand how my actions impact on others Together I am proud to be one team – Positive: I talk positively about Network Homes as one team Proactive: I put myself forward and build great relationships Supportive: I support and recognise the contribution of others Role model: I genuinely believe I make the difference Additional Information The hours for this position are on a rota basis of 7 hours per day during opening hours from 8am to 6pm (Monday to Friday)
Person Specification Education A good standard of education commensurate to the level of the job and the knowledge and skills required below Knowledge and skills required General understanding of customer services within a housing association and the role of a Customer Contact Centre Understanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customer Excellent verbal and written communications skills Excellent IT skills (MS Office, Outlook and the ability to adapt to CRM packages) Excellent interpersonal skills i.e. listening used every day to communicate and interact with other people, both individually and in groups Demonstrable ‘can-do’ attitude and ability to respond in a professional manner, enhancing the customer experience through the ability to respond and resolve issues. Experience required Experience of working in a customer services environment, within the public or private sector Organisational Competencies We want to make Network a great place to work and a great organisation that really delivers for its customers. Our HART behaviours are designed to guide how we work, every day. Everyone within the organisation is expected to demonstrate the four HART behaviours:- Hungry – I am ambitious to succeed Optimistic: I am can-do and focussed on what can be done Creative: I find new and solutions to challenges Bold: I get out my comfort zone and try new things Motivated: I welcome feedback and want to succeed Accountable – I take personal ownership and responsibility to get things done I make things happen by empowering and delivering through the team and using resources effectively Resilient: I work hard to make things happen Disciplined: I am realistic and do what I say I will do Personal ownership: I take ownership of an issue until it is resolved Confident: I make decisions that are within my remit Respect – I treat everyone with respect and understanding I arrive on time and take full part in meetings Prepared: I arrive on time and take full part in meetings Communicator: I listen to others and work hard to communicate well Responsive: I always answer a ringing phone and respond quickly Self aware: I put myself in others’ shoes and understand how my actions impact on others Together – I am proud to be one team Positive: I talk positively about Network Homes as one team Proactive: I put myself forward and build great relationships Supportive: I support and recognise the contribution of others Role model: I genuinely believe I make the difference Additional Information The hours for this position are on a rota basis of 7 hours per day during opening hours from 8am to 6pm (Monday to Friday)
customer-services-advisor-december-2016.docx