Pt Customer Services Advisor

2 weeks ago

London, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**PT Customer Services Advisor**
**Reference no: Enfield RQ774032**
**Pay rate £16.36 per hour PAYE** Customer Services Advisor answering queries on the phone related to Council wide enquiries Key responsibilities:

- To deliver a high standard of customer service across all channels. Recognise when customers are vulnerable or require extra assistance and ensure their needs are met, in a professional manner, maintaining high levels of first point of contact resolution and customer satisfaction.
- Accurately diagnosing council housing repairs, making appointments and chasing contractors as required and following up on issues raised by the out of hours service.
- Obtain technical advice as required from Supervisors and Surveyors. Explain complex technical repairs advice clearly to customers in order to agree a resolution.
- Dealing with calls from Enfield residents relating to a wide variety of council housing issues and determining the appropriate cause of action; resolving issue in real-time and where necessary refer issues to back office teams in various sections of Council Housing. Including Leaseholder, Neighbourhood, Income recovery, Housing Advisory Service queries.
- Resolve complaints at the first point of contact. Investigate, resolve and reply to formal complaints. To identify learning from complaints and recommend areas for service improvement based on information from customers in order that we continuously improve our service
- Deal with leaseholder enquiries regarding outstanding debts and through liaison with other departments to ensure all debts are recoverable.
- Liaise with other teams and provide advice concerning lease enforcement including unauthorised alterations, leaks and other repair/estate management issues
- Liaise with other departments in respect of requests for leaseholder permissions and heating disconnections
- To deliver a responsive customer focussed tenancy management service to residents and prospective residents

**“Role Requirements” - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria**:

- Educated to A Level standard, or Level 3 NVQ in Customer Service / business administration
- Knowledge of Northgate Housing system
- Experience of working within operational support/business administration
- Experience dealing working in a call centre
- Experience of accurately diagnosing and raising repairs
- Ability to facilitate shadowing and coaching of new or less experienced staff on a 1-2-1 basis and provide feedback to management about progress
- Ability to triage and manage calls and other contacts by taking responsibility for effective resolutions or escalation where appropriate
- Ability to pay attention to detail by listening carefully and capturing communications accurately with a view to responding to every aspect of issues raised

**by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.**
**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF**
**_._**
**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:

- **Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.**
- Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
- Your availability to work either immediately, or at short notice.
- Please refer to the Role Requirements section above - your CV must address the requirements listed.

**Other preferable/desirable details to include on your CV, if applicable**:

- Any local authority/public sector experience
- Any relevant qualifications held or being studied for.

**Job Ref: Enfield RQ774032**

**Anticipated Length of Assignment**: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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