Customer Contact Officer

2 weeks ago

Birmingham, United Kingdom Fairway Homecare Full time

**This is a temporary 2 to 3 month role POSSIBLY LEADING TO A PERMANENT ROLE 37.5 hours per week, location is the Lee Bank are of Birmingham B1**

**You will be required to provide an effective frontline Customer Contact Service and support to the Property Services department in the delivery of an efficient and effective customer focused repairs and maintenance service.**

**Key Responsibilities**
- To Provide administrative support to other teams where necessary.
- Always ensure consistent and proactive approach to role, carry out other duties as and when required in order to maintain an efficient operation of all aspects relating to the needs of the team and organisation.
- Provide effective frontline customer service to all to all Trident’s customers including, face to face handling of all incoming telephone calls, postal and banking duties.
- Logging of gas service, day to day repairs and voids, including M&E request repair cases.
- Booking appointments, re raising appointments where necessary, creating follow on cases following surveyor visits.
- Co-ordinate scheduling and repair requests for the department, including updating and managing the status of work orders on CRM and managing Opti Time for accurate Engineer monitoring.
- Effective handling of calls including logging of cases and providing correct advice and sign posting. And making referrals to specialist services when necessary.
- Ensuring all relevant invoices received are issued, checked, coded and recorded accurately.
- Co-ordinate scheduling requests for the responsive Gas and Voids team, including updating the voids spreadsheet, raising cases using CRM and distributing jobs to the Responsive/ Voids team.
- Lisaing with the Maintenance, Gas, Estates and Caretakers team. and, external contractors. Ensuring accurate records are maintained and purchase orders are issued when required.
- Process repair orders and appointments with operatives and contractors to assist with meeting targets. Liase with customers to arrange appointments
- Provide daily contact administrative support in relation to delivery of external repair and service maintenance records.
- Carry out customer surveys to ensure satisfaction with the repairs and maintenance service and participating in consultation events when necessary.

**About you**
- Effective interpersonal skills to enable relationships to be built at all levels.
- Able to prioritise and use own initiative.
- Effective oral and written communication, with the ability to write concise. Coherent reports.
- Able to work effectively as part of a team.
- Able to identify and develop better ways of working to improve the delivery of services.
- Have a systematic approach and be able to cope with high volume repetitive tasks.

**Job Types**: Full-time, Temporary contract
Contract length: 3 months

**Salary**: £14.00-£18.00 per hour

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Birmingham, West Midlands: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

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