Customer Service Advisor (Housing Repairs)
Pertemps London
Role - Customer Service (Housing Repairs)
Mon - Fri Office based
£23 per hour PAYE via Umbrella
Mon - Fri Office based
£23 per hour PAYE via Umbrella
3 to 6 months ongoing
Role Purpose- To provide a single point of contact for those contacting the council about housing services and repairs.
- To ensures that customers receive a timely and positive response to their contact with the council, achieving performance targets and high rates of satisfaction.
- To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels
- Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required
- To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query
- To access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.
- To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
- To carry out telephone surveys on a range of issues and record the outcomes
- To capture and update relevant customer information
- To work in a performance management driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction and first contact resolution targets
- Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services
- HOUSING REPAIRS EXPERIENCE
- Experience working in a housing association or council is ESSENTIAL
- Experience of working in a fast paced and high-pressure environment
- Experience of dealing with challenging customers
If you are interested in this position AND meet the requirements, APPLY NOW!
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