Service Desk Agents Russian Speakers

3 months contract with Sutton Housing Partnership

Job Summary:

The ideal candidate does not need Housing experience but must have good telephone and admin skills, be resilient, empathetic and manage residents expectations firmly and respectfully.

Sample Key Duties/Accountabilities:

To be the first point of contact for customers and visitors; dealing effectively with customer enquiries by phone, email, post and face to face, professionally and respectfully in line with SHP s service standards and the New Deal.

Provide excellent advice and information to residents on all matters in relation to their tenancy, Welfare Benefits, Universal Credit, tenancy sustainment, community development and older persons housing in a consistent and professional manner.

To act promptly and professionally in respect of all reports of anti-social behaviour and other breaches of tenancy conditions.

Promptly respond to all reports of domestic abuse and escalate these to the Domestic Abuse Officer and Housing Manager to ensure this is responded to appropriately in line with SHP s Policies and Procedures.

To make low level rent arrears repayment agreements in line with our Rent Arrears Recovery Procedures and escalate high level arrears to the appropriate Housing Manager.

Actively encourage take up of direct debit as a payment method to reduce rent arrears and indebtedness.

Refer to the Council s Fraud Team when there is suspicion of possible tenancy or benefit fraud.

Essential Experience Required:

Proven experience of providing excellent customer service.

Consistently works to a high standard and seeks to continually improve.

Proven ability to provide accurate and clear responses to routine customer enquiries in writing, face to face, via digital media or by telephone.

Communicate calmly, clearly and appropriately, in person and on the telephone, with a wide variety of vulnerable people, especially in stressful and difficult situations.

Listens, anticipates and seeks to exceed the expectations and needs of our residents.

Competent in using Microsoft Office and G Suite.

Be literate and numerate to a level required to do the job.

Additional information to note:

This position is covering a three-month secondment.

There is a requirement to be in the office most of the week, we also provide reception cover for holidays and at lunch times)

The closing date for this position is ASAP.