Customer Advisor (Homeless Hub)

Neway is seeking a Customer Advisor to join our client based with Lewes and Eastbourne Council. This role is starting at the beginning of November, working Monday to Friday 9am to 5pm based in Eastbourne. Supporting the Housing Needs team. Job Purpose

• Provide excellent customer service at the first point of contact.
• Resolution of customer issues and requests.
• Provide accurate advice and guidance.
• Facilitating customer access to services and information by enabling and encouraging digital channels.
Key Tasks 1. Interacting with customers across multiple channels: face to face, phone, letter, email, via customer portal and self-service channels and a range of social media channels. 2. Act on contact. 3. Referring to other systems when necessary to resolve requests. 4. Reviewing and moderating reports and requests, proactively managing and resolving them where possible or referring them to the relevant team or contractor using scripts and processes when required. 5. Carrying out a range of other related duties and capturing statistical data or sending correspondence. 6. Answering a range of general enquiries for Housing Solutions. 7. Sending information sheets, guidelines and website links to customers. 8. Taking the customer's full story into account when giving advice, provided by the single view of the customer in their Golden Customer Record. 9. Identifying and escalating complex cases and inconsistencies as appropriate