Customer Services Advisor

4 weeks ago

Croydon, United Kingdom Croydon Works Full time

**THE COMPANY**:
We own and manage over 1,400 homes in Croydon, Bromley, Sutton and Merton. We have been rooted in the local community since 1967, when we were founded to meet the need for housing in the community. We have continued working within the community through initiatives such as the Horizons Programme, which supports residents back into work. We are committed to delivering a high quality service to our residents and developing more homes within the community.

**THE ROLE**:
To act as the first point of contact for customers (residents, staff, contractors, partners, stakeholders, external organisations, and members of the public) and provide excellent customer service.

AccountabilitiesReception Duties (when in the office)
- Championing the company visions, values and customer service standards.
- Meeting and greeting customers & guests following health and safety checking in procedures.
- To assist with various team mail merges and occasional admin support.
- Responsible for updating and improving the Customer Service guide and training others on reception duties as and when required.

Resident Liaison
- Review the nature of the calls that are coming in to gain an understanding of the issues customers are facing and what is stopping them from receiving an excellent service from ccha.
- Highlight any regular themes / issues customers’ are raising and seek to find a solution for being able to address these issues at the first point of contact.
- Identify any additional information or training requirements to improve the first point of contact, giving customers the information they need instead of passing on to teams.
- Identify any issues with being able to pass calls through to teams, looking at certain days and times and specific teams which could identify additional support being required.
- Continually look for new initiatives and information for customers that will improve the reception area and service provided.
- Review the missed calls coming into reception and call back any residents, offering a proactive approach to customer service.
- Identify residents where there is a language barrier and where necessary arrange translator services.
- Ensure cx is updated accordingly with the communication requirements.
- Provide bank details to residents for payment of rent and keys.
- Assist the income team by taking card payments.
- Assist residents with information regarding rent accounts, send out rent statements, and order rent cards.
- Effectively deal with difficult and abusive tenants in a calm and professional manner.

Standard for all roles
- Pro-actively support ccha’s business plan and team objectives and strategies.
- To fulfil any delegated responsibilities given around ccha’s subsidiary company.
- To manage and respond to complaints using a collaborative and co-operative approach towards resolving them, working with colleagues across teams and departments; taking collective responsibility for any shortfalls identified through complaints rather than blaming others and acting within the Professional Standards for engaging with complaints as set by the Chartered Institute of Housing.

Additional information
- Working hours to be over 5 days, working 10.30 am - 2 pm.

**THE CANDIDATE**:
What you’ll bring to ccha - As our Customer Service Advisor, you will be the first point of contact for our residents and dealing with queries. We are looking for strong experience in customer service, excellent communication skills at all levels, an individual that can campion excellent customer service and can be helpful in every possible way along with the confidence to challenge and help to bring about change and improvements.

What can we offer? - This role sits within an exciting and close team that are supportive, and work closely together to ensure key messages are shared with our residents, staff, and partners to showcase all the work achieved by this role and the whole organisation.

Key skills required:

- Demonstrate a commitment to customer service.
- Emotionally resilient.
- Good IT skills.
- Accountability and taking ownership of your work.

**OTHER INFORMATION**:

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