Customer Experience Advisor

3 weeks ago

Scunthorpe, United Kingdom Ongo Full time

**Overall Purpose of Job**

To provide professional and efficient contact handling services across all of Ongo’s services. This will include digital and social media platforms, telephone services and face to face customer centre service to all customers. You will have a focus on resolving the majority of enquiries right first time with an emphasis on supporting customers to self-serve where possible.

**Main Responsibilities**
- Deliver an excellent contact handling service for our customers taking into account relevant Policy and procedures, nature of queries and using effective first contact resolutions to complete a service request.
- To work with triage officers and sometimes wider teams as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate.
- To be able to diagnose and question customers on their required repair, coach customers to self-resolve where appropriate or book a relevant repair appointment for the customer ensuring accurate detail of the repair is recorded.
- To take and process payments from customers towards rent and other charges in line with Ongo policies and procedures.
- To act on reports of health and safety incidents and issues ensuring they are escalated in a correct and timely manner according to our procedures.
- To be responsible for escalating all adult and children safeguarding matters in accordance with our policy and procedures.
- To maintain and update the Customer Relations Management System (CRM) data and other relevant ICT systems and databases.
- To provide essential support & cover to the Customer Service Assistants to ensure Ongo Reception services are maintained
- May be required to work in different locations to ensure delivery of service across the county.
- Undertake regular training & personal development
- To undertake any other duties and administrative tasks, consistent with the above, that may be required from time to time under the instruction of the Customer Service Team Managers.
- To ensure that all aspects of the work are delivered in a customer focused manner.
- To work consistently in line with the Company’s values and objectives.
- To uphold the Company’s Equal Opportunities and Diversity Policy and Health and Safety Policy in all aspects of the work.
- To observe and comply with all the Company’s policies and procedures.
- To work flexibly to ensure that a reliable and first rate service is available to customers during our operating hours.
- _**Creativity & Innovation**
- To consider day to day working procedures and to make recommendations for service improvement & efficiency gains where appropriate
- To adapt customer requirements and demands that at times can be challenging looking to resolve these through coaching approaches and also right first time
- Taking the lead for escalating emergency situations and finding to ensure the right action is taken at the right time
- Using creative thinking to try and resolve customer requests to provide an excellent service and reduce handoffs to for the Triage officers and wider specialist services
- Leading the way for the STAR commitment as an example for the whole of ONGO.

**Contacts & Relationships**
- Continuous contact with customers, receiving, assessing and resolving enquiries and service requests.
- Contact with staff at all levels of the company in the course of resolving enquiries, service requests, and progressing complaints.
- To engender strong links with other departments and peers to develop and promote good delivery of customer services.
- To be skilled in all channels of communication, telephone, digital and face to face.
- Contact with staff in partnerships groups and other external agencies to provide relevant information and services. E.g. Job Centre Plus, Police, North Lincolnshire council services.
- Being part of large team, building and maintaining positive relationships within the team and also within wider Ongo teams.
- Working together with colleagues to assist the team achieving set objectives in an equal and fair manner.
- To embed STAR ethos in all relationships both internally and externally

**Decision Making - Discretion**
- Makes appropriate choices and decisions when assisting customers with their enquiries taking into account customer expectations and resource limitations.
- Decides when and where to refer enquiries, and when to retain or relinquish control of the enquiry.
- Ability to make timely and effective decisions with conflicting priorities and changing demands.
- Assesses when the delivery of a positive outcome for customers is threatened by inappropriate procedures and policies, and escalates to prevent that happening.
- Decision making of where and who a high level request is passed across to other departments or triage officers once they have exhausted all other options in line with the policy and procedure. For example reports of Fire in high risk buildings or health and safety related reports tha

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