Customer Service Advisor
3 days ago
6 Month FTC
- **What is the role?**_
The customer relations directorate embodies the outcomes of our cultural transformation: where all colleagues are accountable for the experiences of our customers; we are all responsive to customers and they trust us to understand and meet their needs; and we all line up together, irrespective of where we work, to support colleagues on the front-line and help get things right first time.
The contact department has a critical role as the touchpoint for customer relations through digital and analogue contact points with the business. The contact department will be the focus for the flow of customer information in and out of the business, and will oversee first line contacts, promote our digital platform and enable channel shift. The contact department will also co-ordinate customer insight and engagement, including a proactive approach to complaints resolution, and will proactively support the new service offer that focuses on the customer experience, maximises digital services for key transactions, and targets our resources to support those in greatest need and those at greatest risk of tenancy failure.
- **What will you be doing here?**_
- You will ensure that you are able to deal with a wide range of enquiries and service requests from customers.
- You will diagnose repair calls correctly to raise repairs where needed in-line with our agreed standard to ensure we resolve calls at the first point of contact. This will enable our repairs team to send the correct tradesman to each job and increase our fix first time rate. You will take e ownership of tenancy and rent customer queries and see them through to a successful resolution.
- You will deal with or redirect any corporate enquiries that come through the hub.
- You will support the customer relations manager (hub) to develop and maintain knowledge banks and scripts ensuring an effective and responsive service for customers.
- You will look for opportunities to continually improve the service.
- You will support our commitment to shift 80% of customer-initiated transactions online.
- You will carry out a range of administrative duties that are relevant and appropriate to your role including, scanning and preparing and franking of post.
- You will ensure your performance and compliance is achieved against agreed standards, measures and targets.
- You will positively support activities that help promote our new culture and behaviours.
- **Skills and experience**_
- Obsessive customer service ethic.
- _Understands the needs of customers and communities._
- _Sensitive to the needs of vulnerable customers._
- _Understands digital technology from a user perspective._
- _Decisive problem solver and decision maker._
- _Excellent inter-personal skills._
- _Works with high levels of integrity, confidentiality and respect._
- _Good written and oral communication skills._
- _Good IT skills and understanding of how digital services can help improve the customer experience._
- _Well organised, self-disciplined._
- _The ability to keep calm under pressure and be resilient when it is busy._
- _Flexible, works collaboratively and willing to embrace change._
- _Able to find simple solutions to complex problems._
- **Qualifications and other requirements**_
- Experience in a customer service environment.
- Ideally, you will have contact centre experience or housing knowledge; however, this is not essential ad full training will be provided.
**Job Types**: Full-time, Fixed term contract
Contract length: 6 months
**Salary**: £23,500.00 per year
**Benefits**:
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Ability to commute/relocate:
- BRACKNELL: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: One location
Reference ID: CRPH0712
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