Contact Centre Advisor /Admin x 6 – Housing
What's involved with this role:
Temporary Contact Centre Advisor /Admin x 6 – Housing
Job Ref: PHA 0009 42EB / 1Pay Rate: £13.99 per hour PAYE
Hours per week: 37 Monday – Friday, 8am to 6pm shift work
Role Length: This opening assignment is for 2 months
City: Basildon, Essex
Hybrid working available
Please note successful applicants will be required to undertake a 3-week training programme which will take place at our office in Pitsea. You will be required to attend this on a full-time basis; Monday to Friday from approx. 9.00am to 4.30pm.
As a Contact Centre Advisor, the successful candidate will be the first point of contact for all Residents regarding repairs and property maintenance, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with household related enquiries to maximise right first time resolution.
Key Responsibilities:
Meet agreed individual performance targets and contribute positively to the achievement of team targets and the success of the Contact Centre and the service generally, providing cover and support for other team members as necessary or directed.
Deal with routine enquiries from leaseholders regarding maintenance.Support the Neighbourhood Management team in providing an excellent housing and estate management service across a range of digital channels, ensuring that all Residents – leaseholders, tenants, freeholders – receive an effective, professional and value for money service and ensure we address issues/problems and delivers appropriate services in a timely and cost effective manner.
Always strives for 1st contact resolution by being pro-active and thoroughly investigating the Residents reason for contacting and completing their request in full.Ensure Residents have access to the right services, there is correct service outcome and that Resident queries/complaints are resolved regardless of where service failure lies within the organisation.
Qualifications:
Level 2 qualification in an appropriate area or equivalent experience.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.Experience working in an environment where you use different methods of communication and are expected to provide a high standard of service.
Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.
Able to take proactive action to prevent complaints from escalating.
Experience of a commitment to high standards of resident care and service delivery in an environment where residents may display aggressive behaviour.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite, Mosaic).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
1
Job Ref: PHA 0009 42EB / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.