Customer Service Representative

4 weeks ago

Leicester, Leicester, United Kingdom PA Housing Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Services Coordinator. As a key point of contact for residents, you will provide specialist advice, support, and resolution to enquiries across a range of business services.

Key Responsibilities
  • Handle customer contacts to agreed performance standards, providing accurate information within a quality framework.
  • Answer calls, emails, and other channels for various business services, including Repairs, Housing queries, and specialist housing and landlord services.
  • Make proactive contact with customers and stakeholders to provide a customer-centric service.
  • Liaise with customers, colleagues, contractors, and external agencies to resolve queries at first point of contact.
  • Identify vulnerability or extenuating circumstances and update relevant systems accordingly.
  • Provide accurate information to customers, clarifying where necessary, and research every issue using Knowledge Articles.
  • Identify continuous improvement opportunities and record them accurately.
  • Ensure issues are directed to the correct back-office team with detailed information.
  • Maintain and improve quality results by adhering to standards and guidelines.
  • Build sustainable relationships and engage customers by going the extra mile.
Requirements
  • Experience of accurate record keeping and data input.
  • Experience in a customer-facing role.
  • Knowledge of Northgate or similar Housing Management Systems.
  • Strong IT skills, including Microsoft Office.

We are happy to offer hybrid working with this role, with a balance of office and home working. If you are a motivated and customer-focused individual who is passionate about delivering excellent service, we encourage you to apply.

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