Customer Service Officer (Housing)

DURATION/Hours: 12-month contract/ 36 hours a week (Mon-Fri, 9-5)

Role purpose:

Dealing with housing calls for Wandsworth initially and then to include Richmond housing calls.

Duties & Responsibilities:

• Handling customer enquiries received by all customer access channels including telephone, face to face, letter, email, website, SMS or other correspondence within agreed enquiry handle time and productivity target times and to agreed customer service and Council standards.
• To resolve enquires where possible at first point of contact following the agreed trained process to actively encourage customers to use the most efficient method to gain access to and information about council services.
• To maintain accurate records and information relating to the provision of customer services
• To complete any administrative tasks relating to Customer services, including to despatch leaflets, application forms, complete online requests, written correspondence, and emails in response to customer enquiries.
• Ability to use relevant systems to monitor as necessary to monitor queues/waiting times. Ensuring any potential wait times above service delivery standards are immediately brought to the attention of the appropriate senior Customer Service Advisor or member of the Customer Service management team.

Knowledge, skills & experience:

• Strong customer service experience.
• Must be IT literate - we will test for this at the interview.
• Positive attitude and the ability to problem solve.
• Previously worked within a call/contact centre
• Knowledge and/or experience working within housing, e.g. housing benefits.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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