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Job Description
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Job Details
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Job Title
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Senior Customer Services Assistant
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Location
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Housing and Maintenance
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Service Area
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Customer Service
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Report to
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Customer Services Officer
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Grade
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EVH Grade 6
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Date Completed
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August 2026
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Job Summary
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Operating within a strong performance culture you will be expected to deliver excellent customer service. You will be a visible and familiar face within the Hub and Community, you will work within our Customer Service Hub and be empowered to deliver right ‘first time’ services, offering personalised solutions for your customers and the community in order to make Wellhouse The Place to Be. You will be instinctively customer focussed and have a can-do attitude to ensure that our customers’ experience of service is always positive. You will understand the importance of this and work with partner agencies to achieve great outcomes.
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Values, Behaviours & Competencies
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Wellhouse – the Place to Be.
Wellhouse Core Values are inherent in everything we do; the Values are:
- Caring
- Open
- Respectful
- Empathy
- Put the customers at the heart of everything we do
- Have a “can do” attitude
- Be a good listener
- Excellent communication and interpersonal skills
- Ability to line manage Senior Customer Service Assistant and Customer Service Assistant in a supportive manner
- Ability to use own initiative to find solutions
- Understanding and ability to respond to vulnerable groups
- Requirement to be familiar with the Housing Stock
- Ability to negotiate and liaise
- Ability to manage change
- Ability and willingness to make a positive contribution to team culture and to inspire and gain the confidence of others
- Ability to self-manage
- Understanding on how to keep focus and drive in challenging situations
- Develop personal strategies to ensure positive responses under pressure
- Professional demeanour at all times
- Ability to be creative and respond according to the situation
- Self-aware and self-motivated
- Excellent time management and organisational skills
- Work under pressure, with minimum supervision
- Computer literate, with knowledge of PC based office management systems
- Ability to take responsibility for own learning and continuous improvement
- Ability to represent Wellhouse in a positive and effective manner
- Ability to participate within and across various teams
- Take responsibility for managing excellent performance results
- Take personal pride in getting the job done
- Use professional judgement to achieve creative solutions and deliver great outcomes for customers
- Flexibility and a willingness to respond to the dynamic and changing needs of our organisation
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Experience
Essential
- Senior Customer Service Assistant must demonstrate the values, behaviours and competencies identified
- Experience of working in a housing role or similar, actively working to provide great customer service to all customers including those who have complex needs
- Experience in working with a range of external partners and agencies to deliver excellent customer service
- Excellent Administration Skills
- Flexibility to work out-with standard office hours in the unlikely event that you are required to attend an evening meeting.
Desirable
- Experience in Tenancy Matters, Allocations, Repairs and Maintenance, Compliance and Estate Management
- Experience of using Homemaster
- Can demonstrate good knowledge of current housing and maintenance legislation, policy and practice including health and safety risks
- A Housing or Maintenance related qualification at Chartered Institute of Housing level 2 or equivalent or working towards such a qualification.
- Understand relevant legislation, regulations and performance standards pertaining to the compliance activities in this role.
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Job Outputs
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Role output
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Includes the requirement to:
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Deliver continuous improvement in customer satisfaction and business performance
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- Apply common sense approach to manage and improve performance across the range of key performance indicators, with a particular focus on customer satisfaction
- Participate at team meetings to achieve continuous improvement
- Ensure compliance with tenancy and lease conditions
- Ensure access for contractors to carry out compliance and safety inspections
- Monitor repairs performance, contractor responsiveness and outstanding works, proactively escalating delays and complex cases to minimise tenant disruption.
- Produce and Analyse performance reports, service updates and management information relating to repairs performance.
- Support tenants with a wide range of repairs and maintenance issues, including emergency, urgent and routine repairs, ensuring expectations are managed effectively.
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Ensure effective communication with customers and partners
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- Be a visible and familiar face within the Hub and Community
- Assist in providing customers with a full range of rehousing information and advice including property / area profiles, likely availability, mutual exchange advice, offer tenures, rent levels and all application support
- Help to ensure customer commitments are delivered
- Assist with customer issues and complaints and apply creative thinking to identify personalised solutions
- Assist in advocating on behalf of customers with relevant partner agencies
- Assist in working with partner agencies to ensure tenancy obligations are managed
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Well maintained, attractive and vibrant communities
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- Play an active role in assisting the Team to ensure that environmental standards are maintained, this will include:
- Stair cleaning
- Bulk Uplift
- Garden Maintenance
- Ensure access for contractors to carry out all maintenance and repairs works.
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Deliver a comprehensive range of customer services
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- These services will include assisting the Team with:
- Frontline customer service enquiries
- Advice on options for rehousing and contributing to the allocations process
- Assist with Voids
- First stage Anti-social behaviour
- Report reactive repairs
- Ensure compliance with Gas, Legionella, Asbestos, Electrical Safety Management and Fire Safety
- Ensure compliance with Damp and Mould legislation
- Assist with the management of rechargeable repairs
- Take payments for rents, rechargeable repairs etc
- Assist with the processing of invoices as required
- Co-ordinate our Bulk Uplift Service when required
- Assist with problem solving in relation to Contracts
- Deal with any meter issues in void properties liaising with external agencies when required
- Along with the CSA issue text messages and emails to customers when required
- Provide support for planned maintenance
- Support operations on visits out of office when required
- Assist Customer Services Officer and Customer Services Assistant as requested
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Ensure Compliance with professional, regulatory, statutory and corporate requirements
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- Comply with and implement all our policies and procedures.
- Act ethically and with integrity, taking account of the employee code of conduct
- Comply with all Scottish Housing Regulator and legal requirements
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General Duties
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- Our Senior Customer Services Assistant will have to demonstrate flexibility and a willingness to respond to the dynamic and changing needs of our organisation.
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- Our Senior Customer Services Assistant will work closely with our Customer Services Officer and Customer Services Assistant to ensure excellent customer service on the front line and support each other
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- Our Senior Customer Services Assistant will ensure that information input to Homemaster is accurate and that there are audit trails relevant to ARC reporting
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- Approach each day with reasonable flexibility to undertake any job functions as necessary and appropriate within the organisation.
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Interdependencies
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- Tenants & other customers
- Housing Manager and Housing Officers
- Director
- Maintenance Manager and Maintenance Officers
- Finance Staff
- Estate Wardens
- Income Advice Officer
- Care Partners
- Easthall Residents Association
- Contractors
- Partner agencies and local authority, Scottish Housing Regulator, MP and MSP’s, Local Councillors, Police Scotland, Scottish Fire & Rescue, local community groups
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