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Customer Experience Specialist
2 months ago
We are seeking a Customer Experience Specialist to join our Customer Contact Team on a bank contract, supporting our wider Housing Management Team. Our ideal candidate will proactively manage all incoming customer contacts, ensuring timely, accurate, and positive responses to customer inquiries.
The key deliverables of this role include:
- Providing clear and accurate diagnosis of issues, advice, and information, and resolving customer queries at the first point of contact, ensuring high levels of customer satisfaction.
- Achieving key performance indicators within the contact centre, including 80% of calls answered within 20 seconds, 80% first-time resolution, and promoting registration to our App.
- Using our housing management system (CRM) to record all resident interactions, responding to issues, and escalating to specialist teams as necessary.
- Providing a high level of service across various communication channels, including telephone, email, website, and smart phone apps.
- Accessing CRM, AllPay, and other systems to provide residents with the right outcomes, such as issuing rent statements, taking rent payments, making rent arrangements, and setting up Direct Debits.
- Contributing to the improvement of CRM and other business processes.
- Developing knowledge of key Housing Management, Supported Housing & Asset Management policies and becoming a subject matter expert on a range of housing subjects.
- Managing our parking control system, issuing reminders and permits to residents, resolving issues, and collecting payment.
We believe every employee at Octavia has a part to play in delivering our vision and strategy. We are looking for individuals who will embody our values and support one another in achieving their potential.
This role would suit someone with experience working in a customer contact environment and a basic knowledge of housing. The ideal candidate will possess good communication skills, the ability to work quickly, and experience handling a high volume of calls.
The successful candidate will be confident in the use of call centre telephone systems and have knowledge of CRM systems to track and record information.
We expect all our staff to behave by four simple values: Respectful, Responsive, Reliable, and Resourceful.
The salary for this role is £16.34 per hour, and pension (up to 10% employer contributions) are offered.
We continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. Everyone is welcome.
