Customer Service Advisor
7 months ago
**Customer Service Advisor - Housing Repairs**:
- 176CSARepairs**£18.52 Per Hour**
- Full Time**Permanent**
**Hammersmith & Fulham, Greater London**
**Customer Service And Call Centre**
**Job Description**:
- JOB PURPOSE-
- To provide a single point of contact regarding housing services and repairs.
- To ensure that customers receive a timely and positive response, achieving performance targets and high rates of satisfaction.- To deliver a consistent, reliable, customer-focused service, ensuring value for money and responsive services and to act as a positive role model for all staff.
- DESCRIPTION OF DUTIES:
- Where appropriate, direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required.
- Capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query.
- Access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair, and to make a surveyor appointment.
- Develop knowledge of key policies and procedures and use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
- Carry out telephone surveys on a range of issues and record the outcomes.
- Capture and update relevant customer information.
- Work in a performance management-driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction, and first contact resolution targets.
- Act as an ambassador for excellent customer service standards, taking ownership for resolving each customer enquiry.
- Act as a positive role model for other staff members and convey the councils standards and values at all times.
- Quickly understand customer requirements and resolve these in an efficient manner to deliver an excellent customer experience.
- Work flexibly and cover shifts when required to ensure service is consistently delivered.
- ABOUT YOU
- **Requirements**:
- Exceptional customer service skills and a genuine passion for helping people
- Excellent communication skills, both written and verbal
- Ability to adapt to changing situations and handle a variety of customer inquiries
- Strong attention to detail and accuracy in data capture
- Previous experience in a customer service role is preferred but not required
- Willingness to work flexible hours to meet the needs of our customers
- A positive attitude and a commitment to upholding our organization's values
- **Familiarity with housing services and repairs is preferrable**
If you are passionate about delivering exceptional customer service and making a positive impact within the community, then we want to hear from you. now to join our dedicated team and help shape the future of housing services and repairs in our borough.
- now to be a part of our customer-focused team**Hammersmith And Fulham Council**:
**Red Personnel**:
**Nora Morsy** 02077 243824
Division 176**Red Personnel London**
- 8th Floor, Dutch House
- 307 - 308 High Holborn
- London
- WC1V 7LL
- 02077243824
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