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Contact Centre Advisor

1 month ago

WaltononThames, Surrey, United Kingdom Grand Union Full time

About the Role

We're looking for a skilled Customer Contact Advisor to join our team, who will be responsible for handling customer inquiries and resolving issues in a timely and efficient manner. As a Customer Contact Advisor, you will work closely with our customers to understand their needs and provide them with the support they require.

The ideal candidate will have experience working in a contact centre environment, with excellent communication and interpersonal skills. They will also have a collaborative spirit, with the ability to work effectively with internal teams and external agencies.

Your Responsibilities
  1. Handle Customer Inquiries: Handle customer inquiries over call, email, and post, ensuring that customers receive the support they need.
  2. Resolve Issues: Resolve customer issues in a timely and efficient manner, ensuring that customers are satisfied with the outcome.
  3. Schedule Repair Appointments: Schedule repair appointments using scripting tools provided, ensuring that customers receive prompt attention.
  4. Track Repair Progress: Track repair progress internally and externally, ensuring that customers are kept informed of any updates.
  5. Manage Rent Enquiries and Payments: Manage rent enquiries and payments, addressing low-level arrears in a timely and efficient manner.
  6. Identify and Signpost Customers: Identify customers who may require financial or wellbeing advice and signpost them accordingly.
  7. Encourage Self-Service Options: Encourage customers to use self-service options where possible, reducing the need for manual intervention.
  8. Maintain Accurate Customer Information: Maintain accurate and up-to-date customer information, ensuring that customer records are current and correct.
  9. Document Interactions: Document customer interactions for service improvement purposes.
What We Offer
  1. Competitive Salary: A competitive salary of £26,447.91 per annum, reflecting the importance of this role in delivering exceptional customer service.
  2. Generous Benefits Package: A generous benefits package, including annual leave, pension scheme, and sick pay, demonstrating our commitment to supporting our employees' well-being.
  3. Opportunities for Career Development: Opportunities for career development and progression, allowing you to grow and advance your career within our organisation.
  4. Collaborative Work Environment: A collaborative work environment, where you can work effectively with colleagues and external agencies to deliver exceptional customer service.
  5. Recognition and Reward: Recognition and reward for outstanding performance, demonstrating our appreciation for your hard work and dedication.