Customer Service Representative

1 month ago


Brent, United Kingdom Vox Network Consultants Full time
Customer Service Advisor

Role: Customer Service (Housing Repairs)

Location: Office based, Monday to Friday

Pay: £23 per hour, PAYE via Umbrella

Duration: 3 to 6 months, ongoing

Job Purpose

To 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
  1. 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.
  2. To direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required.
  3. To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Centre cannot fully resolve a query.
  4. To access and record actions on the council's central housing database and other systems to provide residents with relevant information and services.
  5. 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.
  6. To carry out telephone surveys on a range of issues and record the outcomes.
  7. To capture and update relevant customer information.
Requirements

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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