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Customer Service Administrator

4 months ago

Eastleigh, United Kingdom Service Care Full time

**Job Title**: Customer Service Administrator
**Work and Interview Location**: Eastleigh SO50
**Contract Type**: Ongoing temporary
**Weekly Hours**: 37 Hours per week
**Start Date**: ASAP

Our client is looking for an experienced Customer Service Administrator to provide administrative support to Customer Services and Housing dealing with a varied range of customer end/related processes

**Key responsibilities**
- Provide a front-line service for any enquiries from customers, handling all types of contact including telephone, face-to-face and digital, and taking responsibility for resolving the enquiry by understanding the customer's concerns and offering all suitable options to resolve 80% of enquiries at first point of contact.
- Action and maintain customer Direct debits within agreed timeframes. This includes monitoring changes in Housing benefit, year end processes and day to day. Including making outbound calls and taking calls from residents via the contact centre
- Monitoring team mailboxes and action all requests, including requesting energy performance certificates for our properties and liaising with other teams and contractors
- Support the Housing and Income teams with agreed housing management processes including producing and sending letters, documents and leaflets. Producing decoration vouchers, payment cards and sign up packs
- Maintain accurate records and update Housing and CRM Systems with information received from customers, suppliers and Local authorities
- Processing Housing Benefit letters, producing reports on changes, updating records and maintaining electronic records
- Carry out any tasks related with this post as directed by any member of the Customer Service Management team.

**Essential Criteria**
- Previous call centre experience or similar front line service experience.
- Proven evidence of meeting contact handling targets.
- Evidence of customer service soft skills including empathy and taking ownership.
- Good organisational ability, efficiency and the ability to prioritise and multi task
- Ability to work on own initiative and remain calm under pressure
- Good communication skills, both verbal and written
- Confident dealing with figures and working out calculations
- Confidence in using Microsoft Office packages and data entry

If you are interested in this position and meet the above criteria, please send your CV now for consideration.