Customer Service Advisors

5 months ago

Croydon, United Kingdom Croydon Council Full time

**Customer Services Advisors - Multiple roles - Part -Time 16 hours per week only***

**Grade 5 (£28,269 - £29,214pa based on 36hrs per week - part time salary to be pro-rata'd)**

Croydon is a diverse borough with 13,400 social housing homes. Our vision is to create great homes, places, and communities to enhance life opportunities. As part of our vision to transform housing services, we have created a new dedicated housing customer contact centre to be one of the friendly and helpful entry points for our customers. The contact centre is part of our commitment to delivering a responsive and accessible repairs service. This makes this an exciting opportunity, to make a real difference to the lives of our residents and local communities.

This is an exciting opportunity to work in a fast-paced environment, committed to delivering great services to meet the needs of our customers. As a Customer Service Advisor in our contact centre, you will be the first point of contact for customers with a variety of housing related enquiries and you can make a real difference to their experience. You will take a variety of calls and respond to online messages with an emphasis initially on repairs. The role is target driven but service is really important to us.

You do not need experience of working in a contact centre to apply, however you do need to be a great listener, a determined problem solver and have the ability to communicate with a wide range of individuals with a passion for customer service.

**The role**
- You will use our IT systems to diagnose repair issues, update customers, book appointments and ensure a speedy resolution to our customers.
- Working as part of a team to address housing queries, this role is a gateway to the rest of the housing directorate
- Logging customer issues and complaints and setting up service requests to address outstanding works and delays
- Take responsibility for meeting your KPIs and delivering an excellent service standard consistently.

**About you**
- You will be passionate, bring plenty of energy and initiative to this role and ensure you deliver excellent customer service to improve the customer experience.
- You will enjoy working directly with customers to resolve their queries and recognise the importance of taking ownership in resolving the enquiry to achieve high levels of customer satisfaction.
- Be empathetic and the ability to put yourself in the customers’ shoes
- Having good IT skills, customer service skills and the ability to work well under pressure are all essential for this role.

**What we offer**

We are passionate about our staff and in return we will provide a rewarding career with a commitment to investing in you. We offer a generous pay and benefits package including generous annual leave entitlement upto 31 days (eligibility criteria applies), access to the Local Government Pension scheme and more (add link)

If you want to be part of a new team that takes pride in delivering excellent customer and believe you have the skills and experience to be successful in this role, we would love to hear from you.
- This is an office-based role, and we are looking for individuals to work 16 hours per week on a rota basis on various shift patterns_

**Key dates**

Application Deadline 26 March

Interview and assessment date week commencing 8 April

***

**Equal opportunities statement**

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

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