Customer Service Representative

4 weeks ago

London Borough of Newham, United Kingdom CRA GROUP LIMITED Full time
Job Title: Repairs Customer Services Advisor

Job Description:
As a key member of our team at CRA GROUP LIMITED, you will provide an efficient and effective front-line service dealing with service requests and providing information and guidance relating to repairs within Housing services. Your role will involve maintaining a high-level understanding of end-to-end customer interactions and ensuring appropriate levels of understanding throughout the designated service. You will handle difficult or sensitive enquiries effectively using the appropriate body language, listening skills, and rapport building. You will understand what matters to customers and ensure appropriate levels of understanding throughout the staff delivering services. You will work as part of the repairs contact team to drive an innovative and demand-driven approach to service development, ensuring that the Service is responsive to public/client needs and achieves efficiency in operation. You will also take card payments to pay for a council service when required, following the correct security protocols. Additionally, you will demonstrate alignment with the Council's vision, aims, and values, using effective communications, liaison, and working relationships across the locality team. Finally, you will use all available information technology applications and other systems to provide information, advice, and support for customers.

Key Responsibilities:
1. Provide an efficient and effective front-line service dealing with service requests and providing information and guidance relating to repairs within Housing services.
2. Maintain a high-level understanding of end-to-end customer interactions and ensure appropriate levels of understanding throughout the designated service.
3. Handle difficult or sensitive enquiries effectively using the appropriate body language, listening skills, and rapport building.
4. Understand what matters to customers and ensure appropriate levels of understanding throughout the staff delivering services.
5. Work as part of the repairs contact team to drive an innovative and demand-driven approach to service development, ensuring that the Service is responsive to public/client needs and achieves efficiency in operation.
6. Take card payments to pay for a council service when required, following the correct security protocols.
7. Demonstrate alignment with the Council's vision, aims, and values, using effective communications, liaison, and working relationships across the locality team.
8. Use all available information technology applications and other systems to provide information, advice, and support for customers.

Requirements:
- High-level understanding of end-to-end customer interactions.
- Effective communication and interpersonal skills.
- Ability to work as part of a team and contribute to the achievement of team goals.
- Strong problem-solving and analytical skills.
- Ability to work under pressure and meet deadlines.
- Basic IT skills and knowledge of Microsoft Office applications.

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