Central Solutions Officer

VRF 55338 Central Solutions Officer Birmingham, B1 £22,018.82 per annum 37.5 hours per week Permanent About the role Central Solutions Officers at Trident are the first point of contact for our residents to access help, often in emergency situations 24hrs a day, 365 days a year. You will also benefit from working the 4 on and 4 off shifts. As a Central Solutions Officer, you will encounter distressing and very difficult situations, however, it is a hugely rewarding job where no two days are alike and you will feel an immense sense of satisfaction knowing you have helped someone in their time of need. This hybrid role spans solutions and our control offices, requiring versatility to handle face-to-face interactions, phone calls (inbound & outbound), and email enquiries within a contact centre environment. We operate on a 24/7, 365 days a year to be able to deliver a service to our customers. Central Solutions Officers work shifts of – 4 days on with 4 days off, early/late/night shifts which include weekends. Typical shifts are of 7am-7pm and 7pm-7am. Key responsibilities To respond professionally to emergencies, following policy and procedures and resolve customer difficulties out of normal hours of operation. To participate in the assessment of needs for people, making emergency referrals To manage and control a range of ICT software and systems. To liaise with all professionals, and develop these relationships on behalf of customers to ensure that their rights are respected and that they receive quality support and advice appropriate to their needs To report all repairs and maintenance matters to the appropriate company and internal teams as determined by the differing contract requirements To liaise with wardens to ensure they are kept up to date with any changes relevant to emergency support to tenants. During warden absences, make regular calls to tenants of the schemes through the warden call system Understand and operate door and barrier entry systems Support the front of house concierge service Monitoring of CCTV,fire alarm and careline systems The benefits; 34 days annual leave, plus the option to purchase up to 5 additional days Birthday leave New Home leave Life assurance (3 x salary) Employee Assistance programme Employee Wellbeing programme Flexible Working options About You The ability to make decisions under pressure Be organised with the ability to prioritise Be able to transcribe and accurately record information Have highly developed problem-solving skills Be able to deal with callers who may be distressed, angry, upset or aggressive in a professional manner whilst using your influencing and verbal communication skills to gather information Have the ability to work independently and as part of a team Be very customer focused with the ability to empathise but take affirmative action This is an evolving role with opportunities for growth and development  Essential skills Excellent verbal and written language skills Able to prioritise and multi-task under pressure, whilst maintaining quality Be a decision maker Resilience and adaptability in handling challenging situations Trident Group has over 60 years’ experience of delivering homes, services and innovation for up to 8,000 people in over 3,600 homes in some of the most disadvantaged communities in the Midlands. The Group employs more than 750 staff, works with over 150 volunteers and provides training places and apprenticeships for many more. The Group has an annual turnover of more than £37m and owns assets close than £190m. The Group consists of; Trident Housing, which provides landlord services for the Group in respect of housing management and maintenance Trident Reach, which is a registered care and support charity delivering person-centred care and support services. These services include supporting people within registered care, domiciliary care, people with learning difficulties, those with mental health needs, young people at risk, older people, BME groups, people at risk of being homeless, those seeking employability, education and training opportunities and those fleeing domestic abuse. Trident offers their employees learning and development opportunities and wants to invest in their development and career growth. Through our apprenticeship scheme, we offer various courses in areas that will help support employees within their roles and for their further development. We celebrate Equality, Diversity, and Inclusion and as a person-centred organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope. By joining Trident Group, you will have the opportunity to join our Diverse Voices Steering Group to ensure Equality, Diversity, and Inclusion remains at the heart of everything we do.  As a Disability Confident Committed Employer, we have committed to: ensure our recruitment process is inclusive and accessible communicating and promoting vacancies offering an interview to disabled people anticipating and providing reasonable adjustments as required supporting any existing employee who acquires a disability or long term health condition, enabling them to stay in work at least one activity that will make a difference for disabled people Applying All applications must be accompanied with a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert. All applicants must provide their right to work documentation at interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK. Relevant roles will be subject to a successful disclosure at an appropriate level from Disclosure and barring service (DBS)