Customer Experience Advisor

3 weeks ago

London, Greater London, United Kingdom Octavia Full time
About the Role

We are seeking a Customer Experience Advisor to join our Customer Contact Team on a bank contract, supporting our wider Housing Management Team. The successful candidate will be responsible for 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.

The key deliverables of this role include:

  • Providing timely, accurate, and positive responses to customer contacts, achieving performance targets and high rates of 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, social media, and smartphone 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.
Requirements

We believe every employee at Octavia has a part to play in delivering our vision and strategy. We are looking for individuals who will encompass our values and support one another in achieving their potential.

This role would suit someone who has experience working in a customer contact environment and a basic knowledge of housing. You will need good communication skills and the ability to work quickly, with experience handling a high volume of calls.

You will be confident in the use of call centre telephone systems with knowledge of CRM systems to track and record information.

Throughout all of our operations, we expect all our staff to behave by four simple values: Respectful, Responsive, Reliable, and Resourceful.

Benefits

The salary for this role is £16.34 per hour, and pension (up to 10% employer contributions).

Together, we continue to build an inclusive culture that encourages, supports, and celebrates the diverse voices of our employees. Everyone is welcome.

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