Call Handler

5 days ago


Norwich, United Kingdom Saffron Housing Trust Full time

We are recruiting for a Customer Contact Advisor (Call Handler) to join our Customer Services team to provide an excellent first point of contact for all customers of Saffron and stakeholders. By diagnosing repairs, raising maintenance work orders, recovery of rent arrears, income collection, and providing technical administrative and clerical support to staff across the organisation.

Working Hours - 37½ hours per week (Monday to Friday)

**Key responsibilities include**:
Establish the needs of the customer and where possible resolve enquiries at the first point of contact. The enquiries could include but are not limited to: Responsive repairs, gas safety, improvements and major repairs

Housing, estate and tenancy management

Arrears, rent queries and payments

Resident and community involvement, including surveys

Take responsibility for all enquiries ensuring that they are dealt with accurately and on a timely manner and that customers are kept regularly informed of progress.

Please see the full list of responsibilities on the Role Profile attached.

Relevant experience of working in a busy customer contact / call centre environment using call scripts, scheduling/scheduling software, processes, customer contact software and other proprietary systems.

Driven by customer satisfaction and always looking to provide a resolution at the first opportunity.

**Possess the following qualities**: Friendly

Polite

Empathetic

Professional

Positive

Enthusiastic

Energetic

Possess excellent communication and interpersonal skills, with the ability to liaise with various audiences both in writing and verbally.

Able to work as part of a team and also able to work independently without the need of close supervision.

Intuitive with IT and possess good IT skills to include Microsoft Word, Excel, Outlook and Teams.


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