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A day in the life of a Customer Service Advisor

No two days are alike for our Customer Services team as they help to answer our residents' questions and resolve their queries.

Discover what it's like to work in our Customer Services team

Our Customer Services team is the first point contact for all our residents and partners. The team, called the Hub, is based on the phones helping to resolve issues, book in repairs appointments and answer any queries. 

Our Senior Customer Service Advisor Jodiann is happiest when helping residents. Her she talks us through what a day working in our Customer Services team might look like. 

8:45am: The first thing Jodiann does is check her emails from the night before. Mornings are usually the Hub’s busiest period, so she then takes lots calls from tenants, contractors and colleagues. She says:

Calls and requests for different departments are all fielded through the Hub, so we aim to resolve queries at the first point of contact. If we can’t get them sorted ourselves, we will make referrals or transfer them over to the best person to help.”

10:30am: Once the calls have quietened down, Jodiann starts work on some of her behind-the-scenes management duties. One of these tasks is reviewing the script, which is the system our Customer Service Advisors follow when tenants call us. It ensures that all calls are logged correctly and that the right information is collected. Once an issue has been inputted, the script makes a recommendation about what the next steps and solution should be. Jodiann takes feedback from our Advisors about any updates that need making to the system. She explains:

We have to continuously work on the script and ensure any changes are actioned. For example, we need to add new contractors to our system, so it automatically sends jobs to them instead of the old contractor.”

11:30am: Jodiann has regular meetings with other teams across Hastoe to establish how they can best work together to give our tenants a better service. She attends a meeting with our Property Services team and repairs contractors to get an update on their progress in resolving the jobs they currently have booked in. 

1:00pm: Jodiann is responsible for helping to train new staff members as well as other colleagues who need guidance on using our systems. Since being promoted to Senior Customer Service Advisor, Jodiann has also been gaining new skills and management experience, such as appointing new staff. She says: 

I recently helped to review the CVs for a new recruit, and got involved in the interview and selection process. Although it was completely new to me, it was a really exciting and enjoyable opportunity.”

3:30pm: For the rest of the day, Jodiann takes calls from our residents. She answers their questions and helps to resolve a range of queries covering everything from fences to finance issues. Supporting residents is her favourite part of her job:

The best part of working at Hastoe has to be helping people. I get a real sense of value from knowing that what I do actually has a significant and positive impact on our residents – it’s definitely my favourite thing about the role.”

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