Customer Experience Advisor

3 weeks ago


Scunthorpe, United Kingdom Ongo Recruitment Full time

**Job Title**:Customer ExperienceAdvisor

Ongo is the largest housing provider in North Lincolnshire, offering quality, affordable homes for rent and sale. Local communities are at the heart of our business which is why all profit we make is reinvested into improving neighbourhoods and creating opportunities for local people.
- The Customer Experience Team is there to support and advise tenants on a wide variety of issues. Offering guidance and support.

**We are looking for a** customer experience advisor 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.

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.
- Permanent position £22863.14 p.a.
- Mon-Fri
- 30 days annual leave
- Health Scheme
- Pension
- Training and development

**Main Responsibilities**
- Deliver an excellent contact handling service for our customers.
- 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
- To maintain and update the Customer Relations Management System (CRM) data and other relevant ICT systems and databases.
- To provide Ongo Reception services during operational hours

**Knowledge, Skill & Experience Required**
- Experience of working in a busy customer service environment.
- Preferably some knowledge of housing related issues including maintaining a home and property repairs knowledge
- Ability to use up to date office based ICT systems (i.e. Microsoft Word, Outlook, social media etc.) and to demonstrate computer literacy.
- Have understanding of Data Protection Law and what is appropriate in regards to data privacy and processing.
- Good organisational skills and ability to work to deadlines as necessary.
- Demonstrates STAR ethos is all aspects of work demands and requests.
- Problem solving skills in sometimes complex/stressful and challenging situations and able to keep a focussed outlook with the end goal of customer resolution in mind.

**Job Types**: Full-time, Permanent

**Salary**: £22,863.14 per year

**Benefits**:

- Company pension
- Flexitime
- Work from home

Flexible Language Requirement:

- English not required

Schedule:

- Day shift
- Flexitime
- Monday to Friday

Work Location: Hybrid remote in Scunthorpe, DN15 6AT

Reference ID: OngoCust01


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