London - Customer Service Advisor

Work Arrangement: Fully office-based role, no hybrid working (may be considered after probation, but not guaranteed)

They value diversity and inclusion, reflecting the vibrant community they serve.

Role Purpose: The Customer Services Administrator will be the first point of contact for incoming calls and emails, handling resident enquiries related to housing management, repairs, maintenance, and complaints. The role involves supporting the management team with general customer services and administrative functions.

Key Responsibilities:

• Handling incoming calls and emails, resolving customer enquiries, and directing residents to relevant information on the company's website.
• Assisting residents in signing up for the self-service portal.
• Forwarding service requests that cannot be resolved at first contact.
• Recording all customer enquiries and repairs in the customer relationship management system.
• Logging maintenance enquiries with contractors, closing repair work orders once completed, and processing invoices.
• Contacting customers post-repair to confirm satisfaction and complete customer satisfaction surveys.
• Scheduling appointments for new customers interested in viewing properties available for rent.
• Providing ad-hoc administrative support to the property management team as required.

Role Competencies:

• Experience in the private sector housing or local government preferred.
• Excellent customer service and listening skills, remaining calm, empathetic, and professional.
• Strong IT and keyboard skills.
• Excellent written and verbal communication abilities.
• Ability to prioritize workload and work to Key Performance Indicator (KPI) targets.
• Customer-focused with a positive attitude.
• Used to working in a performance culture environment and as part of a team.
• Willingness to undertake ongoing training and development.

Personal Style and Behaviour:

• Taking ownership and accountability to resolve customer enquiries.
• Trustworthy and credible; an excellent role model.
• Highly motivated with strong work standards and ethics, and a team player.
• Confident personality with strong interpersonal skills to liaise with numerous stakeholders effectively.
• Ability to make sound judgments in challenging situations.
• A team player who can understand and contribute to wider organizational strategic and operational objectives.

Company Benefits:

• Competitive salary and benefits package.
• Opportunity to work in a supportive and collaborative team environment.
• Professional development and career growth opportunities.
• A chance to contribute to meaningful projects that make a real impact in the community.
• Access to ongoing training and development programs.

Apply today to be part of this dynamic and growing team!