Customer Experience Advisor

2 weeks ago


Scunthorpe, United Kingdom Ongo Recruitment Full time

Job Title: Customer Experience Advisor - 6 months

Overall Purpose of Job

To provide professional and efficient contact handling services across all of Ongo's services. This will include digital and social media platforms, telephone services and face to face customer centre service to all customers. You will have a focus on resolving the majority of enquiries right first time with an emphasis on supporting customers to self-serve where possible.

  • Temporary position £ 24,318.05 pro rata
  • Mon-Fri
  • 30 days annual leave pro rata
  • Health Scheme
  • Pension
  • Training and development

Main Responsibilities

Deliver an excellent contact handling service for our customers taking into account relevant Policy and procedures, nature of queries and using effective first contact resolutions to complete a service request. To deliver customer services across all channels such as Telephone, Face to face, Facebook, Email, Webchat and MyHome (Tenant Portal)

  1. To work with triage officers and sometimes wider teams as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate.
  2. To be able to diagnose and question customers on their required repair, coach customers to self-resolve where appropriate or book a relevant repair appointment for the customer ensuring accurate detail of the repair is recorded.


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