Customer Care Hub Consultant

Permanent position + NfP bens, Supportive team and great career progression opportunities, Go the extra mile to support vulnerable people.Our vision is great places for everyone. Our business is people and places. We develop and manage sustainable, safe and affordable homes and work in partnership to create vibrant, inclusive communities.
 
With 35 years of experience, SGCH provides a place to call home for around 11,000 people in over 6,500 properties across the Sydney metropolitan region. We are recognised as a Tier 1 provider under the National Regulatory System for Community Housing.
Connecting people to opportunity, we place immense importance on doing what is best for our communities. As a result, we have designed a new customer service team and we want you to be part of it.
 
Based in Hurstville, reporting to the Senior Customer Care Consultant you will be responsible for managing inbound calls relating to maintenance, general tenancy related and other general customer service requests in a timely manner using our Unified Communication (UC) and mailbox systems.
 
The team members of our Customer Care hub go the extra mile. You will listen carefully to the customer and identify what their needs are. You will then research issues to understand requirements and work hard to resolve enquiries in a timely manner.
 
You will assist customers with general enquiries including but not limited to:

  • Rent, rent reviews and debt
  • Centrelink applications, assessments and allocations
  • Community events or initiatives
  • General tenancy and property matters, including logging, tracking and following up on repairs and maintenance requests.

 
You will provide a seamless customer experience for customers, resolving enquires and/or requests at first contact, escalating to specialist teams where necessary You will work collaboratively with internal and external stakeholders such as contractors, government, real estate agents and support agencies, where required, in accordance with SGCH’s Policies and procedures.
 
 
Required Experience:

  • Proven track record working in a challenging telephone-based, customer service environment
  • Experience in planning and prioritising a busy workload
  • Experience in supporting the delivery of services to meet and exceed operational benchmarks
  • Experience supporting vulnerable people from a range of backgrounds
  • Proven ability to show kindness, empathy and support in a busy work environment
  • An ability to deal professionally with challenging behaviour

 
Desirable experience:

  • An understanding of LAHC NSW Schedule of Rates and its application in issuing repair instructions to multi-trade contractors
  • Experience in negotiating by telephone with a broad range of stakeholders including contractors and tenants
  • Experience working in real estate or the property industry

 
 
In return for your hard work, we offer:
 

  • A collaborative team environment
  • Modern and customer-focused systems and databases
  • Opportunity for career development
  • NfP salary packaging benefits
  • The opportunity to make a valuable contribution to local communities

 
Recognised as an Employer of Choice (Public Sector and NFP) at the 2020 Australian Business Awards, our personalised approach to customer service is underpinned by our values of innovation, support, accountability, respect and integrity (ISARI).
 
At SGCH, everyone is welcome. We believe that our diversity makes us strong. We are committed to creating an organisation that reflects the communities we serve and to build an inclusive culture that encourages, supports and celebrates the diverse voices of our team members as we work together. If you have individual requirements that need to be accommodated in order to participate in the selection process and join the SGCH team, please indicate this in your application.
 

 
Be Recruitment are proud to supporting SGCH in the recruitment for this critical team. SGCH will NOT be accepting applications direct

30/03/2021 $0 Southern Suburbs & Sutherland Shire 1 Call Centre & Customer Service
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