Customer Service Representative
1 month ago
Role: Customer Service (Housing Repairs)
Location: Office based, Monday to Friday
Hourly Rate: £23 per hour, PAYE via Umbrella
Contract Duration: 3 to 6 months, ongoing
Job PurposeTo provide a single point of contact for customers contacting the council about housing services and repairs.
To ensure that customers receive a timely and positive response to their contact with the council, achieving performance targets and high rates of satisfaction.
Responsibilities- To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by telephone, email, web, and other social media channels.
- To direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required.
- To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Centre cannot fully resolve a query.
- To access and record actions on the council's central housing database and other systems to provide residents with relevant information and services.
- To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
- To carry out telephone surveys on a range of issues and record the outcomes.
- To capture and update relevant customer information.
Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services.
Experience working in a housing association or council is ESSENTIAL.
Experience of working in a fast paced and high-pressure environment.
Experience of dealing with challenging customers.
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