Customer Service Advisor

3 weeks ago

Hammersmith, United Kingdom Pertemps Network Group Full time

**Job Description**:
**Opportunity to Join a Leading Team**: We are thrilled to present you with an exclusive opportunity to join our esteemed client as a dynamic Customer Service Advisor in the vibrant borough of West London. This is your chance to make a meaningful impact on the lives of local residents and be part of a team that is deeply committed to delivering exceptional customer service.

**Exciting Initial Contract**: The role offers an exciting initial 3-month contract, providing you with the opportunity to play a crucial role in providing vital support for housing services and repairs. This initial contract sets the stage for potential long-term employment, offering you stability and growth prospects within the organization.

**Customer Satisfaction at the Core**: Our client strongly emphasises customer satisfaction and strives for excellence in customer service. By joining our council, you will become an integral part of an organization that is dedicated to meeting performance targets, achieving high satisfaction rates, and continuously improving the customer experience.
Role: Customer Service Advisor
Location: West London

PAYE Rate: £17 per hour / Umbrella PAYE: £22 per hour
Working Pattern: 7-hour shifts between 8 am and 6 pm, Monday to Friday
Full Training Provided: You will receive comprehensive training to ensure you have the knowledge and skills necessary to excel in your role. Our client is committed to your professional development and will support you throughout your journey.

**Hybrid Working Transition**: While the initial training will be conducted on-site, our client is transitioning to a hybrid working model, providing you with flexibility and work-life balance.
**Projected Start Date**: 17th July 2023

**Purpose of the Role**:
**Responsibilities**:
Serve as the initial point of contact, providing advice, and information, and resolving common service requests through various channels.
Connect callers and inquiries to other departments when more specialized advice is required.
Accurately capture and relay detailed information to specialist teams when the Customer Service Centre cannot fully resolve a query.
Utilize the council's central housing database and other systems to provide residents with relevant information and services.
Continuously develop your knowledge of key policies and procedures to effectively address common service requests.
Conduct telephone surveys on various issues to gather valuable feedback.
Update customer information to ensure accurate records.
Thrive in a performance-driven culture, working towards specific targets and objectives tied to key performance indicators, customer satisfaction, and first contact resolution.
Act as an ambassador for excellent customer service, taking ownership of each enquiry and ensuring its resolution.

**Person Specification**:
To succeed in this role, the following qualifications and attributes are desirable:
Experience in housing or local authority work.
A minimum of 2 years experience in a fast-paced call centre environment.
Excellent telephone and written communication skills.
Proven ability to thrive in a high-pressure environment and handle challenging customers.
Track record of meeting and exceeding performance and quality targets.
Outstanding customer service skills.
Strong problem-solving abilities.
Attention to detail.
Ability to absorb and retain a high volume of information.

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