Customer Service Advisor

9 months ago

London, United Kingdom Wandle Housing Association Ltd Full time

At Wandle we pride ourselves in delivering safe and affordable homes along with low cost, dependable, localised services to our customers. Working as part of our customer service team you will have the opportunity to provide a high quality, efficient and effective service to our customers across a range of contact channels. Our customer service advisers handle a full range of enquiries from tenancy management to repairs and maintenance concerns and aim to resolve these at first point of contact whenever possible.

**A day in the life**:
**You will**:
Be in a position to make a real difference to the service we offer our customers. The customer service team has the most contact with our customers and no day is ever the same. You will handle a range of enquiries including:

- Proven ability to work in a fast paced contact centre environment
- Diagnosing and requesting repairs
- Taking payments and providing advice and information about customer accounts
- Advising customers about their housing options
- Providing information and advice about customer tenancy concerns
- Record customer complaints and, whenever possible, resolving them at first point of contact

We are looking for someone who is resilient, capable and resolution focused. Someone who mix empathy with efficiency, to find good outcomes for our customers.

Our customer services team are expected to be great listeners and problem solvers, record accurate notes, follow our policies and processes and use our IT systems proficiently. Don’t worry, we can give you training on how we do things, what we need you to bring is a can-do, positive attitude, empathy and a desire to work hard and champion the customer at Wandle.

**What you will need to have**:

- Experience of working in an inbound housing contact centre environment
- Experience in diagnosing, prioritising and booking housing repairs is essential
- Experience with assisting customers with Repairs, Income, Tenancy, ASB, Domestic abuse, Estate and Leasehold enquiries
- Experience of working in an environment where team working is fundamental to success
- Great communication and customer service skills
- Strong numeracy, literacy and IT skills
- Able to mix empathy with efficiency, to find good outcomes for our customers
- Good attention to detail
- Excellent listening skills
- Commitment to Wandle values

**What next?**

If you want to be at the heart of Wandle’s transformation and believe you have the skills and experience to be successful in this role we would love to hear from you.

Please also note that ahead of the final stage interviews you will be asked to undertake online tests/scenario-based assessments as part of the selection process.

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