West of Scotland Housing Association

Customer Service Assistant

Salary:         £29,086- £32,324 per annum pro rata

Grade:          EVH Grade 5

Contract:      Permanent Contract

Hours:           21 hours per week, (Mon- Wed)

Department: Corporate Services

Location:    Camlachie House, 40 Barrowfield Drive, Glasgow, G40 3QH

Organisation: As the charitable subsidiary of West of Scotland Housing Association (WSHA), Willowacre Trust’s overarching aim is to tackle social and economic disadvantage and impact on tenancy sustainment within the communities served by WSHA. We want a staff team and Board that shares our values and puts customers at the centre of service delivery.

Purpose of the Post:           

The post holder will be responsible for ensuring efficient and high-quality customer service in line with West of Scotland Housing Association values by supporting our Corporate Services team including providing reception service at our head office. This will include responding and dealing with incoming calls, emails and social media enquiries and assisting with customer engagement and organisational communications.

Responsible to: Customer Service and Engagement Team Leader

Main Responsibilities

  • Provide reception cover in the main office or the Community Hub
  • Answer incoming calls to main office number and co-ordinate queries as required.
  • Monitor information email inbox and where unable to assist, direct to appropriate staff member.
  • Manage housing keeping for office reception area – opening and closing the office, ensuring area is clean, tidy, and welcoming and relevant leaflets are all up to date as required. 
  • Process applications in line with our allocation policy ‘and customer care charter’
  • Monitor and respond to social media enquiries
  • Monitor and respond to Customer App messages and manage live chat function, and ensure that appropriate teams are informed of required actions.
  • Provide administration support to the Customer Service &Engagement Team Leader in respect of customer engagement activities.
  • Co-ordination of incoming and ongoing mail with a focus on moving to more digital processes in line with our Digital Strategy.
  • Assist with logging repairs as required (repairs overflow)
  • Process housing applications in line with our Allocation Policy and provide advice and support to applicants
  • Provide information and support to tenants about our Tenancy Management Procedure and process tenancy changes as guided by the Housing Team
  • Provide support to the Housing Team with administration of the Estate Management Procedure
  • Undertake ongoing customer satisfaction surveys about a range of service areas and follow up on areas of dissatisfaction

The list above is typical of the level of duties which the post holder is expected to perform or be responsible for.  It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. 


For further details and to download an application pack visit  www.westscot.co.uk/recruitment, or you can email vacancies@westscot.co.uk or telephone 0141 550 5600.

Applications form to be completed online, or can be sent via email to vacancies@westscot.co.uk

Closing date: Wednesday 5th June 2024, 9am.

Interviews will be held at the head office, 40 Barrowfield Drive G40 on Tuesday, 25th June 2024

Download application forms here

Expires: 05/06/2024

More Information: http://westscot.co.uk/recruitment/

Contact: vacancies@westscot.co.uk

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